Reply Affidavit Attachment Cover Page - att.com · agreed-to changes reflected in a redlined format. The Parties have also agreed to (1) relocate the section addressing "Advanced

Ehr Reply Affidavit – Attachment B

STATE OF MICHIGAN

BEFORE THE MICHIGAN PUBLIC SERVICE COMMISSION

Ameritech Michigan’s submission on performance ) measurements, benchmarks, and reporting in ) Case No. U-11830 compliance with the October 2, 1998 Order in ) MPSC Case No. U-11654. ) )

JOINT MOTION FOR EXPEDITED AMENDMENT OF PRIOR ORDERS Michigan Bell Telephone Company d/b/a SBC Ameritech Michigan ("SBC"), the CLEC

participants,1 the Michigan Attorney General, and the Commission Staff, (collectively, the

“Parties”), jointly request the Commission to amend its Prior Orders2 issued in this proceeding to

reflect and implement the modifications, additions, and deletions regarding performance

measurements and benchmarks agreed to by the Parties to this Joint Motion during the latest six-

month performance measurements review. The Parties seek expedited consideration so that

implementation of the changes can commence.

In support of this Joint Motion, the Parties state as follows:

1 The "CLEC participants" include the following: AT&T Communications, Inc., TCG

Detroit, MCIMetro Access Transmission Services, LLC., MCI WorldCom Communications, Inc. and Brooks Fiber Communications of Michigan, Inc., TDS Metrocom, and XO Michigan, Inc.

2 On May 27, 1999, the MPSC issued its initial Order in this proceeding requiring SBC to

implement performance measures and standards. Since that time the MPSC has issued several orders regarding the May 27, 1999 Order, including orders entered on September 3, 1999, July 17, 2000, February 22, 2001, April 17, 2001, July 11, 2001, July 25, 2001, December 20, 2001, and February 25, 2002 (the "Prior Orders").

2

I. The Second Performance Measurement Six-Month Review

As part of the Parties' ongoing commitment to review and propose modifications to the

performance measures based upon actual experience, additional collaborative meetings have

been held to discuss changes to the performance measurements. The second six-month review of

performance measurements began on March 5, 2002. Collaborative meetings were held: March

19 in Chicago, Illinois; April 10 in Madison, Wisconsin; April 23 in Lansing, Michigan; May 14

in Columbus, Ohio; June 13 in Indianapolis, Indiana; November 21 in Chicago, Illinois; and

December 6 in Chicago, Illinois. Conference calls were held: March 5, April 9, April 11, April

18, July 16, July 19, July 25, September 9, December 17, and December 20, 2002. At those

meetings and conference calls, the parties reached consensus that certain performance

measurements approved in the Prior Orders should be modified.

The Parties expressly reserve their rights to pursue their positions, and no Party waives

any position, regarding the development of additional performance measures beyond those

approved or adopted in the Commission's Prior Orders or described in this Joint Motion. In

addition, the Parties expressly reserve their rights to advocate, and no Party waives any position,

that additional services may need to be implemented and successfully tested prior to SBC being

deemed in compliance with the competitive checklist under Section 271 of the

Telecommunications Act of 1996. Finally, the Parties expressly reserve their rights to advocate,

and no Party waives any position, regarding the substance or appropriateness of any product,

service or process, notwithstanding that such product, service or process is the subject of

performance measures agreed to in this Joint Motion.

3

II. Agreed Upon Proposed Modifications, Additions and Deletions

During the collaborative workshop discussions, the Parties agreed to a number of changes

to the performance measurements adopted in the Prior Orders. The type of changes, a brief

description of the reasons for the change, and a listing of the performance measurements affected

by that change are summarized in the following Table 1:

TABLE 1

Summary Of Agreed Upon Performance Measurement Changes

Change Type Description Measures Affected

Reformat and Restructure User Guide.

• Delete Appendix 1 (Subsequent Due Date Indicator), Appendix 2 (Excluded Disposition Codes), and Appendix 4 (State Geographic Disaggregations) from the User Guide and post the information to CLEC On-Line to allow for changes in a more efficient manner.

• Relocate "Advanced and Nascent Services" from Section 13.0 from the Performance Remedy Plan to the User Guide and identify it as "Attachment One".

• Relocate Appendix 3: "Measurements Subject to Per Occurrence Damages or Assessment with a Cap and Measurements Subject to Per Measure Damages or Assessment" from the Performance Remedy Plan to the User Guide and identify it as "Attachment Two" to the User Guide.

• Relocate Appendix 2: "Performance Measures Subject to Tier-1 and Tier-2 Damages Identified as High, Medium and Low" from the Performance Remedy Plan to the User Guide and identify it as "Attachment Three" to the User Guide.

• Renumber Appendix 3 of the User Guide, "Percentage of Missed Collocation Due Dates Damages and Assessments Methodology" as Attachment Four.

None

4

TABLE 1

Summary Of Agreed Upon Performance Measurement Changes

Change Type Description Measures Affected

Documentation Only

Measurement has no material changes from previous version. Changes to the Rule may include:

• Corrections to typographical errors, • Revisions for measure terminology

consistency, • Elimination of disaggregations for products

not sold by SBC/Ameritech, • Company references changed from Ameritech

to SBC/Ameritech for consistency, • Revision in content to reflect the current

business process and data collection, etc. Rule changes will not affect current implementation or data collection.

1.1, 4, 5.2, 7, 7.1, 8, 9, 10.4, 11, 12, 13, 14, 15, 16, 19, 20, 22, 24.1, 25, 27, 29, 30, 31, 32, 33, 35, 37, 37.1, 38-50 52, 53, 54, 54.1, 55.2, 55.3, 56.1, 68, 70, 70.1, 70.2, 71, 74-76, 77, 79-83, 92, 96- 101, 102-106, 109, 110, 111, 112, 113, 114-121, MI 2, MI 3, MI 4, MI 9, MI 10, MI 11, MI 12, MI 14-16, WI 1, WI 2, WI 9, CLEC WI 1, CLEC WI 4-9, CLEC WI 11, IN 1.

Deletion

Measurement is deleted in the proposed set of measures. Deletion of measures resulted in concurrence of parties that the measure was one or more of the following:

• Duplicative of another current measure, • Made duplicative as result of a change to

another measure in this Joint Motion (consolidation of disaggregations, for example),

• No longer was applicable based on changes in the business,

• Intent of the measure was replaced by an alternate reporting mechanism.

10.1, 10.2, 10.3, 11.1, 11.2, 55.1, 95, MI 6, MI 7, MI 8

New Measure

Measurement is a new measure in the proposed set of measures or a replacement for an existing measurement with the replacement adopting the same PM number.

1.3, 2, 10, 22.1, 35.1, 91, 124, 124.1, MI 13, MI 13.1

Substantive Measurement change will affect current implementation/data collection.

2, 5, 6, 10, 17, 18, 21.1, 22, 22.1, 28, 35.1, 55, 56, 58-67, 69, 73, 78, 91, 93, 107, 108, 124, 124.1.

Measurement Type (Damages or Assessments)

Measurement has had a remedy measurement added or changed or deleted.

5, 7, 7.1, 10, 29, 30, 32, 33, 43, 44, 45, 47, 49, 50, 54.1, 58, 60, 62, 63, 73, 74, 75, 78, 91, 99, 115.1, MI 2, MI 14, IN 1

Benchmark/ Comparison Standard

Measurement has had the benchmark percentage changed, the Comparison Standard was changed from Parity to a Benchmark or the standard was clarified.

2, 5, 7.1, 10, 10.4, 11.1, 11.2, 18, 28, 29, 55, 56, 58, 59, 60, 61, 62, 63, 65, 66, 67, 69, 70.2, 71, 73, 80, 82, 108, 115.1

5

Attached as Schedule 1 to this Joint Motion is the Performance Measurements User

Guide, which is a complete listing of the performance measurement business rules, with the

agreed-to changes reflected in a redlined format. The Parties have also agreed to (1) relocate the

section addressing "Advanced and Nascent Services" from the Performance Remedy Plan

approved by the Commission to the Performance Measurements User Guide and identify it as

"Attachment One" to the User Guide, (2) relocate Appendix 3: "Measurements Subject to Per

Occurrence Damages or Assessment with a Cap and Measurements Subject to Per Measure

Damages or Assessment" from the Performance Remedy Plan approved by the Commission to

the Performance Measurements User Guide and identify it as "Attachment Two" to the User

Guide, and (3) relocate Appendix 2: "Performance Measures Subject to Tier-1 and Tier-2

Damages Identified as High, Medium and Low" from the Performance Remedy Plan approved

by the Commission to the Performance Measurements User Guide and identify it as "Attachment

Three" to the User Guide. The proposed movement is to facilitate the review and modification

of these sections in six-month PM collaborative workshops, as necessary. The Parties have also

agreed to relocate Appendix 1 (Subsequent Due Date Indicator), Appendix 2 (Excluded

Disposition Codes), and Appendix 4 (Geographic Disaggregations) from the User Guide and

post the information on CLEC On-Line to allow for changes in a more efficient manner.

III. Implementation of Agreed Upon Modifications, Additions and Deletions

The Parties propose that the implementation of these proposed changes should follow the

implementation schedule included as Schedule 2 hereto on an SBC region-wide basis

(implementation in all five states simultaneously) to commence within 30 days of the filing of

6

this Joint Motion with the Commission absent any objection from the Commission. If the

Commission rejects any portion of this Joint Motion that includes a change already implemented,

SBC agrees to restate the affected performance results so as to come into compliance with the

Commission’s Order.

The Parties propose that the material changes made to the performance measures, as

detailed in Table 1 (whether changes to existing measures, deletions of existing measures or the

addition of new measures) would not be required to be subject to the ongoing Bearing Point

Third Party OSS test ("Bearing Point test"), subject to Commission determination otherwise.

Bearing Point is expected to apply the business rules in effect at that time in replicating a specific

performance month, unless otherwise directed by the Commission. Should the PMR5 replication

activities extend to a month where one or more changes proposed here to a measure have been

implemented, the proposed measure reflecting current implementation at that time will be used

for replication. Successful replication across consecutive months, where the performance

measurement business rules have changed within those months, will continue to be successful

replication. Consecutive months replication may still be required, but under the approved

business rules in effect for each month. The Parties agree the approval of a performance

measure change in this six-month review should not lead, in and of itself, to an extension of any

component of the Bearing Point test.

IV. Conclusion

WHEREFORE, the Parties respectfully request that the Commission act on this Joint

Motion, on an expedited basis, to amend its Prior Orders issued in this proceeding to reflect and

implement the modifications, additions, and deletions regarding performance measurements and

7

benchmarks agreed to by the Parties during the latest six-month performance measurements

review.

Dated: January 17, 2003.

Respectfully Submitted, Craig Anderson (P28968) SBC Ameritech Michigan 444 Michigan Avenue, Room 1700 Detroit, MI 48226-2517 (313) 223-8033 and DICKINSON WRIGHT PLLC

By: John M. Dempsey (P30987) William J. Champion III (P31934) Attorneys for SBC Ameritech Michigan 215 S. Washington Square, Suite 200 Lansing, MI 48933-1816 (517) 371-1730 Concurred in by: MICHIGAN PUBLIC SERVICE COMMISSION STAFF MICHIGAN ATTORNEY GENERAL AT&T COMMUNICATIONS, INC. TCG DETROIT MCIMETRO ACCESS TRANSMISSION SERVICES, LLC., MCI WORLDCOM COMMUNICATIONS, INC. (F/K/A MFS INTELENET OF MICHIGAN, INC.) AND BROOKS FIBER COMMUNICATIONS OF MICHIGAN, INC.

8

TDS METROCOM XO MICHIGAN INC.

LANSING 34060-47 310303

AIT SBC/AMERITECH PERFORMANCE MEASUREMENTSTATE USER GUIDE

Version 1.89

TABLE OF CONTENTS

Note: All Performance Measures are reported at the State level unless specifically noted in the Business Rule.

PRE-ORDERING/ORDERING.....................................................................1 1.1 Average Response Time for Manual Loop Make-Up Information................................................................. 1 1.2 Accuracy of Actual Loop Makeup Information Provided for DSL Orders ................................................... 2 1.3 Accuracy of Actual Loop Makeup Information Provided for DSL Orders ................................................... 3 4. OSS Interface Availability................................................................................................................................... 12 5. Percent Firm Order Confirmations (FOCs) Returned Within “X” Hours/Days........................................... 14 5.2 Percentage of Unsolicited FOCs by Reason Code.......................................................................................... 19 6. Average Time To Return FOC............................................................................................................................ 20 7. Percent Mechanized Completions Returned Within One Hour of Completion in Ordering Systems ..... 25 7.1 Percent Mechanized Completions Returned Within One Day Of Work Completion ................................ 26 8. Average Time to Return Mechanized Completions........................................................................................ 27 9. Percent Rejects ..................................................................................................................................................... 28 10. Percent Rejects Returned Within “X” Hours................................................................................................... 30 10.4 Percentage of Orders Given Jeopardy Notices ................................................................................................ 35 11. Mean Time to Return Mechanized Rejects ...................................................................................................... 37 12. Mechanized Provisioning Accuracy................................................................................................................. 40 13. Order Process Percent Flow Through............................................................................................................... 41 13.1 Total Order Process Percent Flow Through..................................................................................................... 42

BILLING..........................................................................................................43 14. Billing Accuracy................................................................................................................................................... 43 15. Percent of Accurate and Complete Formatted Mechanized Bills Via EDI or BDT ..................................... 44 16. Percent of Usage Records Transmitted Correctly ........................................................................................... 45 17. Billing Completeness ........................................................................................................................................... 46 18. Billing Timeliness (Wholesale Bill).................................................................................................................... 47 19. Daily Usage Feed Timeliness ............................................................................................................................. 48 20. Unbillable Usage .................................................................................................................................................. 49

MISCELLANEOUS ADMINISTRATIVE..................................................50 21.1 Average Time Placed on Hold at LSC............................................................................................................... 50 22. Local Service Center (LSC) Grade Of Service (GOS)....................................................................................... 51 22.1 Mechanized Customer Production Support Center (MCPSC) Grade Of Service (GOS) ............................ 52 24.1 Average Time Placed on Hold at LOC .............................................................................................................. 53 25. Local Operations Center (LOC) Grade Of Service (GOS)................................................................................ 54

RESALE POTS AND UNE LOOP AND PORT COMBINATIONS.....55

PROVISIONING - RESALE POTS ............................................................55 27. Mean Installation Interval................................................................................................................................... 55 28. Percent POTS/UNE-P Installations Completed Within the Customer Requested Due Date.................... 57 29. Percent SBC/Ameritech Caused Missed Due Dates....................................................................................... 60 30. Percent SBC/Ameritech Missed Due Dates Due To Lack Of Facilities ....................................................... 62

31. Average Delay Days For Missed Due Dates Due To Lack Of Facilities ..................................................... 64 32. Average Delay Days For SBC/Ameritech Caused Missed Due Dates ........................................................ 65 33. Percent SBC/Ameritech Caused Missed Due Dates > 30 days..................................................................... 67 35. Percent Trouble Reports Within 30 Days (I-30) of Installation..................................................................... 69 35.1 Percent UNE-P Trouble Reports On the Completion Date............................................................................. 71

MAINTENANCE - RESALE POTS............................................................72 37. Trouble Report Rate............................................................................................................................................. 72 37.1 Trouble Report Rate Net of Installation and Repeat Reports........................................................................ 73 38. Percent Missed Repair Commitments................................................................................................................ 74 39. Receipt To Clear Duration................................................................................................................................... 76 40. Percent Out Of Service (OOS) < 24 Hours ........................................................................................................ 79 41. Percent Repeat Reports ....................................................................................................................................... 80 42. Percent No Access (Percent of Trouble Reports with No Access).............................................................. 81

RESALE SPECIALS AND UNE LOOP AND PORT COMBINATIONS COMBINED BY AMERITECH (EXCLUDES “ACCESS” ORDERS)82

PROVISIONING ............................................................................................82 43. Average Installation Interval.............................................................................................................................. 82 44. Percent Specials Installations Completed Within Customer Requested Due Date.................................... 84 45. Percent SBC/Ameritech Caused Missed Due Dates....................................................................................... 86 46. Percent Trouble Reports Within 30 Days (I-30) of Installation..................................................................... 88 47. Percent SBC/Ameritech Missed Due Dates Due To Lack Of Facilities ....................................................... 90 48. Average Delay Days for Missed Due Dates Due to Lack Of Facilities ....................................................... 92 49. Average Delay Days For SBC/Ameritech Caused Missed Due Dates ........................................................ 93 50. Percent SBC/Ameritech Caused Missed Due Dates > 30 days..................................................................... 94

MAINTENANCE - RESALE SPECIALS & UNE LOOP AND PORT COMBINATIONS ..........................................................................................95

52. Mean Time To Restore ........................................................................................................................................ 95 53. Percent Repeat Reports ....................................................................................................................................... 96 54. Failure Frequency................................................................................................................................................. 98 54.1 Trouble Report Rate Net of Installation and Repeat Reports........................................................................ 99

PROVISIONING ..........................................................................................101 55. Average Installation Interval............................................................................................................................ 101 55.2 Average Installation Interval for Loop With LNP......................................................................................... 106 55.3 Percent DSL-Capable Loop Orders Requiring the Removal of Load Coils and or Repeaters................. 109 56. Percent Installations Completed Within Customer Requested Due Date ................................................. 110 56.1 Percent Installations Completed Within the Customer Requested Due Date for Loop With LNP........ 113 58. Percent SBC/Ameritech Caused Missed Due Dates..................................................................................... 115 59. Percent Trouble Reports Within 30 Days (I-30) of Installation,.................................................................. 118 60. Percent SBC/Ameritech Missed Due Dates Due To Lack Of Facilities ..................................................... 121 61. Average Delay Days for Missed Due Dates Due To Lack Of Facilities .................................................... 124 62. Average Delay Days For SBC/Ameritech Caused Missed Due Dates ...................................................... 127 63. Percent SBC/Ameritech Caused Missed Due Dates > 30 days................................................................... 130 65. Trouble Report Rate........................................................................................................................................... 133 65.1 Trouble Report Rate Net of Installation and Repeat Reports...................................................................... 136 66. Percent Missed Repair Commitments.............................................................................................................. 139 67. Mean Time To Restore ...................................................................................................................................... 140 68. Percent Out Of Service (OOS) < “24” Hours .................................................................................................. 143 69. Percent Repeat Reports ..................................................................................................................................... 144

INTERCONNECTION TRUNKS..............................................................147 70. Percentage of Trunk Blockage (Call Blockage).............................................................................................. 147 70.1 Trunk Blockage Exclusions............................................................................................................................... 149 70.2 Percentage of Trunk Blockage (Trunk Groups)............................................................................................. 150 71. Common Transport Trunk Group Blockage ................................................................................................... 152 73. Percent Installations Completed Within Customer Requested Due Date – Interconnection Trunks ... 153 74. Average Delay Days For Missed Due Dates – Interconnection Trunks .................................................. 155 75. Percentage SBC/Ameritech Caused Missed Due Dates > 30 Days – Interconnection Trunks ............. 156 76. Average Trunk Restoration Interval – Interconnection Trunks ................................................................. 157 77. Average Trunk Restoration Interval for Service-Affecting Trunk Groups ............................................... 158 78. Average Interconnection Trunk Installation Interval................................................................................... 159

DIRECTORY ASSISTANCE (DA) AND OPERATOR SERVICES (OS)160 79. Directory Assistance Grade Of Service .......................................................................................................... 160 80. Directory Assistance Average Speed Of Answer........................................................................................ 161 81. Operator Services Grade Of Service ................................................................................................................ 162 82. Operator Services Speed of Answer............................................................................................................... 163 83. Percentage of Calls Abandoned ...................................................................................................................... 164

LOCAL NUMBER PORTABILITY (LNP).............................................165 91. Percentage of LNP Only Orders within the Customer Requested Due Date............................................. 165 92. Percentage of Time the Old Service Provider Releases the Subscription Prior to the Expiration of the

Second 9-Hour (T2) Timer................................................................................................................................ 167 93. Percentage of Time Customer Accounts Restructured by the LNP Only Completion Date................... 168 96. Percentage Pre-Mature Disconnects for LNP Orders ................................................................................... 170 97. Percentage of Time SBC/Ameritech Applies the 10-digit Trigger Prior to the LNP Order Due Date .... 171 98. Percentage LNP Trouble Reports within 30 Days of Installation ............................................................... 172 99. Average Delay Days for SBC/Ameritech Missed Due Dates (For Stand-Alone LNP Orders).............. 173 100. Average Time of Out of Service for LNP Conversions ................................................................................ 174 101. Percent Out of Service < 60 minutes................................................................................................................ 175

911...................................................................................................................176 102. Average Time To Clear Errors (Facility-Based Providers)........................................................................... 176 103. Percent Accuracy for 911 Database Updates (Facility-Based Providers) ................................................ 178 104. Average Time Required to Update 911 Database (Facility Based Providers) .......................................... 180 104.1 The Average Time It Takes To Unlock the 911 Record ............................................................................... 182

POLES, CONDUIT AND RIGHTS OF WAY .........................................183 105. Percentage of Requests Processed Within 35 Days..................................................................................... 183 106. Average Days Required to Process a Request.............................................................................................. 184

COLLOCATION ..........................................................................................185 107. Percentage Missed Collocation Due Dates.................................................................................................... 185 108. Average Delay Days for SBC/Ameritech Missed Due Dates ..................................................................... 187 109. Percent of Requests Processed Within the Established Timelines ............................................................ 189

DIRECTORY ASSISTANCE DATABASE..............................................190 110. Percentage of Updates Completed into the DA Database within 72 Hours for Facility-Based CLECs 190 111. Average Update Interval for DA Database for Facility-Based CLECs ...................................................... 191 112. Percentage DA Database Accuracy For Manual Updates for Facility-Based CLECs ............................. 192 113. Percentage of Electronic Updates that Flow Through the Update Process Without Manual Intervention

.............................................................................................................................................................................. 193

COORDINATED CONVERSIONS...........................................................194 114. Percentage of Premature Disconnects (Coordinated Cutovers) ................................................................. 194 114.1. CHC/FDT LNP with Loop Provisioning Interval........................................................................................... 195 115. Percentage of SBC/Ameritech Caused Delayed Coordinated Cutovers.................................................... 197 115.1 Percent Provisioning Trouble Reports (PTR) ................................................................................................ 198 115.2 Mean Time To Restore – Provisioning Trouble Report (PTR).................................................................... 199

NXX ................................................................................................................200 117. Percent NXXs Loaded and Tested Prior to the LERG Effective Date ........................................................ 200 118. Average Delay Days for NXX Loading and Testing.................................................................................... 201 119. Mean Time to Repair.......................................................................................................................................... 202

BONA FIDE REQUEST PROCESS (BFRS)..........................................203 120. Percentage of Requests Processed Within 30 Business Days ................................................................... 203 121. Percentage of Quotes Provided for Authorized BFRs Within 45 Business Days.................................... 204 124. Timely Resolution of Significant Software Failures Related with Releases .............................................. 205 124.1 Test Environment Availability ......................................................................................................................... 206

ADDITIONAL MEASURES.......................................................................208 MI 2. Percentage of Orders Given Jeopardy Notices Within 24 Hours of the Due Date................................... 208 MI 3. Coordination Conversions Started Within One Hour of the Scheduled Time.......................................... 210 MI 4. Average Time to Provide a Collocation Arrangement.................................................................................. 211 MI 5. Structure Requests Completed Outside of Interval ...................................................................................... 212 MI 9. Percentage Missing FOCs ................................................................................................................................ 213 MI 10. Percent Time-out Transactions ........................................................................................................................ 214 MI 11. Average Interface Outage Notification........................................................................................................... 215 MI 12. Average Time to Clear Service Order Errors .................................................................................................. 216 MI 13. Percent Mechanized Line Loss Notifications Returned Within One Day Of Work Completion ........... 218 MI 13.1 Average Delay Days For Mechanized Line Loss Notifications.................................................................. 219 MI 14. Percent Completion Notifications Returned Within “X” Hours of Completion of Maintenance Trouble

Ticket ................................................................................................................................................................... 220 MI 15 Change Management......................................................................................................................................... 221 MI 16 Percentage Rejected Query Notices ................................................................................................................ 223 WI 1 Percent No Access – UNE Loops Provisioning........................................................................................... 225 WI 2 Percent No Access (Percent of Trouble Reports with No Access) – UNE Loops................................... 226 WI 9 Percent Facility Modification Orders .............................................................................................................. 227 CLEC WI 1 Average Delay in Original FOCs Due Dates Due to Delay Notices (Issue F) .......................................... 228 CLEC WI 4 Accuracy of Processing CLEC Corrections Based on Review of Directory Information (Issue L) ....... 229 CLEC WI 5 Percentage of protectors not moved after technician visit (Issue O)...................................................... 230 CLEC WI 6 FMOD Process: Percent Form A Received Within the Interval Ordered by the Commission............... 231 CLEC WI 7 FMOD Process: Percent Forms B, C, D, and E Received Within 72 Hours of Form A ........................... 233 CLEC WI 8 FMOD Process: Form B - Percent FOC with New Due Date Returned Within 24 Hours ....................... 235 CLEC WI 9 FMOD Process: Percent Form C Quote Returend Within the Interval Ordered by the Commission.... 237 CLEC WI 11 FMOD Forms B, C, D, Percentage of Due Dates Met................................................................................... 239 IN 1 Percent Loop Acceptance Testing (LAT) Completed on or Prior to the Completion Date .................... 241

ATTACHMENT ONE..................................................................................243 Advanced and Nascent Services ...............................................................................................................................................243

ATTACHMENT TWO.................................................................................245 Performance Measures with Remedy Limits............................................................................................................................ 245

ATTACHMENT THREE ............................................................................250

Performance Measures Subject to Tier 1 and Tier 2 Damages/Assessments Identified as High, Medium, and Low. 250

ATTACHMENT FOUR...............................................................................259 Percentage of Missed Collocation Due Dates Damages and Assessments Methodology............................................. 259

SBC/AMERITECH PERFORMANCE MEASUREMENT USER GUIDE

Page 1 of 266 AIT STATE USER GUIDE Version 1.98_01 05 200303_18_2002 Revised For Second Six Month Review Spring 2002

Pre-Ordering/Ordering

1.1 Average Response Time for Manual Loop Make-Up Information

Definition: The average time required to provide manual loop qualification for xDSL capable loops measured in business days.

Exclusions: Manual request for loop makeup information not initiated by the CLEC. However, manual loop makeup requests initiated by the LSC as part of the ordering process when no mechanized loop qualification data is available will be included.

Business Rules: The time starts when a request is received by from the CLEC and ends when the information on the loop qualification has been made available to the CLEC. For Manual requests for Loop Makeup Information initiated by the LSC as part of the ordering process, the start date and time is the receipt date and time of the good LSR. The end date and time is when the loop makeup information is available in the Loop Qual system.

Levels of Disaggregation: None

Calculation: Report Structure: ∑(Date and Time the Loop Qualification is made available to CLEC – Date and Time the CLEC request is received)/ ÷Total loop qualifications

Reported for CLEC, all CLECs, SBC/Ameritech, and SBC/Ameritech Affiliate.

Measurement Type: IL IN MI OH WI

Tier 1 Low Low Med Low Low Tier 2 Med Med Med Med Med

Benchmark:

Parity with SBC/Ameritech Affiliate



Reporting of PM 1.2 Suspended Upon Implementation of PM 1.3 – Deletion of PM 1.2 To Be Addressed At Next Six-Month Review

1.2 Accuracy of Actual Loop Makeup Information Provided for DSL Orders

Definition: The percent of accurate DSL actual Loop Makeup Information provided to the CLEC.

Exclusions: None

Business Rules: This measurement tracks accuracy of the loop makeup information provided to the CLEC. It compares reported loop makeup information to actual loop makeup information on the loop provided to the CLEC, and it captures both the clerical error and underlying data error.

Levels of Disaggregation: DSL actual Loop Makeup Information provided • Manually • Electronically

Calculation: Report Structure: (# of orders for which Loop makeup information provided by AIT is identical to engineering work confirmation/DLR ÷ total actual Loop Makeup Information responses) * 100

Reported on a CLEC, all CLECs, AIT Affiliate basis by interface for EDI, or manually, depending on method of provision of actual loop makeup information.



Benchmark: Parity with Ameritech DSL Affiliate NOTE: Reporting of results, and payment of any remedies or assessments due, are to be suspended upon implementation of PM 1.3. No results will be calculated and no remedies or assessments will be calculated or paid.



New PM Proposal

1.3 Accuracy of Actual Loop Makeup Information Provided for DSL Orders

Definition: The percent of DSL orders provisioned based upon accurate information from an SBC Ameritech loop qualification response for four categories: loop length, bridge, load, repeaters. Note that the only Loop Qualification restriction on YZP/AS IS orders is Loop Length. Therefore, the YZP/AS IS Level of Disaggregation below will only measure the accuracy of LMU for Loop Length. The other three categories will be reported for Diagnostic purposes. Identification of incorrect loop qualification response will be described in the Business Rule section below.

Exclusions: Circuits that require conditioning if originally ordered YZP or ‘AS IS’ based on accurate loop makeup information.

Business Rules:



This measure assesses whether SBC Ameritech is able to provide a loop in response to a CLEC order that, based upon the loop qualification information provided by SBC Ameritech in response to the CLEC request, correctly reflects the specifications communicated on the Loop Qualification response.

Outlined below is what will count as an inaccurate record in each criteria:

Loop Length:

YZP/AS IS: If Loop Makeup information says that the loop length is within YZP parameters (<17.5 kft), however the Loop is discovered to be outside of the parameters, SBC will count this Loop Makeup as inaccurate. Standard Ordering (Non YZP/AS IS): When there is a published Loop Length specification as it pertains to either SPEC code or product availability, if the inaccurate record shows loop length within the published specification, when in reality they are not, SBC will consider this an inaccurate LMU. Bridge/Load/Repeater:

YZP/AS IS: If, during the YZP/AS IS trouble process, Load or Repeaters are discovered that were not accurately reflected in Loop Qualification at that time, SBC will consider such record inaccurate. If, during the YZP/AS IS trouble process, Bridge Tap is found to be excessive that was not Excessive in Loop Makeup at that time, SBC will consider such record inaccurate.

Standard Ordering (Non YZP/AS IS): If Loop Qualification either shows a Load or Repeater exists when it does not, causing CLEC to update SPEC code, SBC will consider such record inaccurate. If order completes, effect would be CLEC opens trouble ticket. If Loop Qualification either shows a Load or Repeater does not exists when it does, causing CLEC to update SPEC code. If order completes, CLEC would open trouble ticket.

Three activities will identify when an incorrect Loop Makeup was provided to the CLEC that inhibited provisioning of a DSL order:

• A specific jeopardy will be sent (identifying the need for the CLEC to adjust the SPEC code to reflect the LMU of the loop actually available for provisioning),

• An Installation trouble report will be opened (to remedy one of the four categories of loop qualification described above), or

• A subsequent conditioning-only order was required for bridge, load or repeaters. Included in the denominator are all DSL loop orders completed within the report period, along with all cancelled DSL loop orders for which jeopardies are returned to CLECs indicating that specifications of the loop available for provisioning does not match the specifications provided on the Loop Qualification response. The numerator will include only those orders that complete without a jeopardy (as described above) being issued, without an installation trouble report requiring conditioning to be added, and without a subsequent conditioning only order being required..

Levels of Disaggregation:



DSL actual Loop Makeup Information provided Manually o Standard Ordering (Non YZP/AS IS) o YZP/AS IS Loop length only o YZP/AS IS-bridge/load/repeaters (Diagnostic only) Electronically o Standard Ordering (Non YZP/AS IS) o YZP/AS IS Loop length only o YZP/AS IS-bridge/load/repeaters (Diagnostic only)

Calculation: Report Structure: (Number of DSL Loop orders installed without a related installation trouble report requiring conditioning, without a subsequent conditioning-only order, and without issuance of a jeopardy for loop qual data issue) ÷ (Total DSL loop orders completed and DSL loop orders cancelled due to jeopardy for loop qual data) * 100

Reported for CLEC, all CLECs, and SBC/Ameritech Affiliate.



Benchmark: YZP/AS IS: Parity with SBC/Ameritech DSL Affiliate Standard Ordering (Non-YZP/AS IS): 95% Benchmark Tier 1/Tier 2 Diagnostic for the YZP/AS IS-bridge/load/repeater disaggregation.



Replace with New PM 2 Proposal

2.0 Percent Responses Received Within “X” Seconds – OSS Interfaces

Definition: The percent of responses completed in “xX” seconds for pre-order interfaces by function.

Exclusions: None. Where CLEC accesses Ameritech – LEC’s systems using a Service Bureau Provider, the measurement of Ameritech – LEC’s Performance shall not include Service Bureau Provider processing, availability or response time.

Business Rules: The clock starts on the date/time when the request is received by Ameritech, and the clock stops on the date/time when Ameritech has completed the transmission of the response to the CLEC. The measurement is taken at the SWBT Ameritech side of the ECN (Electronic Commerce Network). This is just inside the Ameritech firewall. Response time is accumulated for each major query type, consistent with the specified reporting dimension, and then divided by the associated total number of queries received by Ameritech during the reporting period. The response time is measured only within the published hours of interface availability. Published hours of interface availability are documented on the CLEC web site. (Ameritech will not schedule system maintenance during normal business hours (8:00 a.m. to 5:30 p.m. Monday through Friday)). If the CLEC accesses AITSBC/Ameritech systems using a Service Bureau Provider, the measurement of AIT'sSBC/Ameritech’s performance does not include Service Bureau Provider processing, availability or response time.



Levels of Disaggregation: ? Address Verification. ? Request For Telephone Number Assignment (includes inquiry, reservation, confirmation and

cancellation transactions). ? Request For Customer Service Inquiry Record (CSR). (CSI) <=30 lines ? Directory Listing Inquiry ? Service Availability ? Service Appointment Scheduling (Due Date) – Reported in “Dispatch Required” for

EDI/Internet LSOG 1 TCNET ? Dispatch Required – SBC/Ameritech combines “Service Appointment Scheduling” and

“Dispatch Required” functions for EDI/Internet LSOG 1PIC TCNET PIC ? DSL Loop Qualification Actual Loop Makeup Information ? NC/NCI Service Availability ? CFA Availability ? DSL Loop Qualification – Archived Actuals Design Loop Makeup Information (includes

Archived Actuals and Pre-Qual Transactions)

Calculation: Report Structure: (# of responses within each time interval ÷ total responses) * 100




Benchmark:

Measurement

EDI/Internet LSOG 1 TCNET

EDI LSOG 4/CORBA

Web Verigate

Address Verification

90% in <= 8.0 seconds 95% in <= 12.0 seconds



Request For Telephone Number Assignment (includes inquiry, reservation, confirmation and cancellation transactions)




Request For Customer Service Record (CSR)Customer Service Inquiry (CSI)






Directory Listing Inquiry Not Available as a Separate Transaction

Diagnostic – Interim benchmark for measurement purposes 90% in <= 8.0 seconds 95% in <= 13.0 seconds

Diagnostic – Interim benchmark for measurement purposes 80% in <= 7.0 seconds 90% in <= 10.0 seconds

Service Availability




Service Appointment Scheduling (Due Date)

Reported in “Dispatch Required” for TCNET



Dispatch Required 90% in <= 15.0 seconds 95% in <= 25.0 seconds



PIC

90% in <= 39 seconds 95% in <= 60 seconds


80% in <= 25.0 seconds 90% in <= 27.0 seconds To be determined at six month revision period

Feature Availability Same as Service Availability – to be reviewed at six-month review

Same as Service Availability – to be reviewed at six-month review

Same as Service Availability – to be reviewed at six-month review

DSL Loop Qualification Actual Loop Makeup Information

90% in <=51.6 seconds 95% in <= 59.2 seconds

Diagnostic - To Be Determined at the six-month review. To calculate use: 90% in <=51.6 52 seconds 95% in <= 59.260 seconds

Diagnostic - To Be Determined at the six-month review. To calculate use: 80% in <=51.652 seconds 90% in <= 59.260 seconds

NC/NCI Service Availability


Diagnostic - To Be Determined at the six-month review. To calculate use: 90% in <= 41 seconds 95% in <= 47 seconds

Diagnostic - To Be Determined at the six-month review. To calculate use: 80% in <= 41 seconds 90% in <= 47 seconds

CFA Availability 90% in <=79 seconds 95% in <=91 seconds

Diagnostic - To Be Determined at the six-month review. To calculate use: 90% in <=79 seconds 95% in <=91 seconds

Diagnostic - To Be Determined at the six-month review. To calculate use: 80% in <=79 seconds 90% in <=91 seconds

DSL Loop Qualification Archive Actuals Design Loop Makeup Information (includes Archived Actuals and Pre-Qual transactions)

Not available in EDI LSOG 1 TCNET

Diagnostic - To be determined at six month review – To calculate use: 90% in<= 25.0 seconds 95% in <= 35.0 seconds

Diagnostic - To be determined at six month review – To calculate use: 80% in <= 3.5 14 seconds 90% in <= 15.0 seconds



New PM 2 Proposal

2. Percent Responses Received within “X” seconds – OSS Interfaces Definition:

The percent of responses completed in “x” seconds for pre-order interfaces (WebVerigate, EDI and CORBA ) by function.

Exclusions: • None

Business Rules: Timestamps for the interfaces (WebVerigate, EDI and CORBA) are taken at the SBC Pre-Order Adapter and do not include transmission time through the xRAF or protocol translation times. The clock starts on the date/time when the query is received by the SBC Pre-Order Adapter and stops at the date/time the SBC Pre-Order Adapter passes the response back to the interfacing application (WebVerigate, EDI pre-order or CORBA). The response time is measured only within the published hours of interface availability as posted on the CLEC On-line website.

https://clec.sbc.com/clec/hb/filelist/docs/011030-012759/OSS Hours of Operation.xls For the protocol translation response times, interface input times start at the time the interface receives the pre-order query request from the CLEC and the end time is when the connection is made to the SBC Pre-Order Adapter for processing. Interface output times start when the interface receives the response message back from SBC Pre-Order Adapter and the end time is when the message is sent to the CLEC. If the CLEC accesses SBC systems using a Service Bureau Provider, the measurement of SBC's performance does not include Service Bureau Provider processing, availability or response time.



Levels of Disaggregation: • Address Verification • Telephone Number Assignment (includes inquiry, reservation, confirmation and

cancellation transactions) • Customer Service Inquiry (CSI) < = 30 WTNs (Also broken down for Lines as

required for DIDs). • Customer Service Inquiry (CSI) > 30 WTNs/lines • Service Availability • Service Appointment Scheduling (Due Date) • Dispatch Required • PIC • Actual Loop Makeup Information requested • Design Loop Makeup Information requested (includes Pre-Qual transactions) • Protocol translation time – EDI (includes input and output times) • Protocol translation time – CORBA (includes input and output times) • Protocol translation time – WebVerigate (includes input and output times)

Calculation: Report Structure: (# of responses within each time interval ÷ total responses) * 100

Reported for a CLEC, all CLECs, and SBC affiliate where applicable (or SBC acting on behalf of its’ affiliate), by interface.


Tier 1 Low Low Med Low Low Tier 2 Med Med Med Med Med Benchmark:

No damages will apply to the Protocol Translation Times for WebVerigate. No damages apply to the disaggregation for CSIs with greater than 30 WTNs/lines. Critical z-value does not apply. Measurement WebVerigate, EDI

and CORBA Address Verification

95% in <= 10 seconds

Telephone Number Assignment (includes inquiry, reservation, confirmation and cancellation transactions)


Customer Service Inquiry < or = 30 WTNs/lines




Customer Service Inquiry > 30 WTNs/lines

95% in <= 60 seconds diagnostic

Service Availability


Service Appointment Scheduling (Due Date)

95% in <= 5 seconds

Dispatch Required


PIC


Actual Loop Makeup Information requested (5 or less loops searched)


Actual Loop Makeup Information requested (greater than 5 loops searched)


Design Loop Makeup Information requested (includes Pre-Qual transactions)


Protocol Translation Time – EDI (input and output)

95% in <= 4 seconds

Protocol Translation Time – CORBA (input and output)

95% in <= 1 seconds

Protocol Translation Time – WebVerigate (input and output)

95% in <= 1 second diagnostic



4. OSS Interface Availability

Definition: Percent of time OSS interface is available compared to scheduled availability.

Exclusions: Where CLEC accesses SBC/Ameritech – LEC’s systems using a Service Bureau Provider, the measurement of SBC/Ameritech – LEC’s performance shall not include Service Bureau Provider processing, availability or response time.

Business Rules: The total “number of hours functionality to be available” is the cumulative number of hours (by date and time on a 24 hour clock) over which SBC/Ameritech plans to offer and support CLEC access to SBC/Ameritech’s operational support systems (OSS) functionality during the reporting period. “Hours Functionality is Available” is the actual number of hours, during scheduled available time, that the SBC/Ameritech interface is capable of accepting or receiving CLEC transactions or data files for processing through the interface and supporting operational support systems (OSS). The actual time available is divided by the scheduled time available and then multiplied by 100 to produce the “Percent Ssystem Aavailability” measure. (SBC/Ameritech will not schedule normal system maintenance during normal business hours (8:00 a.m. to 5:30 p.m. central time, Monday through Friday)). Additional levels of disaggregation for gateway servers are in the process of being added. When interfaces experience partial unavailability, an availability factor is applied to the calculation of downtime. This factor is stated as a percentage and represents the impact to the CLEC. Determination of the availability factor is governed by SBC’s SBC/Ameritech’s Availability Team on a case by case basis. Disputes related to application of the availability factor may be presented to the Commission. Whenever an interface experiences complete unavailability to a CLEC, the full duration of the unavailability will be counted, to the nearest minute, and no availability factor will be applied. SBC/Ameritech shall calculate the availability time rounded to the nearest minute.



Levels of Disaggregation: • TCNET (only through retirement) scheduled for October 2002 ? AEMS ? EDI • EBTA • EBTA GUI ? ARIS • BOP-GUI (as it is implemented in the SBC/Ameritech region) • Web LEX • EDI LSOG 4 EDI Ordering Protocols ? EDI Protocols -- EDI VAN, -- EDI SSL3 -- NDM ? AEMS LSOG 4 • Web Verigate • Web Toolbar • ARAF • EDI Pre-order • CORBA Pre-order

Calculation: Report Structure: [(Hours functionality is available during the scheduled available hours) ÷ Scheduled system available hours] * 100

Reported on an aggregate CLEC total wholesale basis across the SBC/Ameritech region (Company level reporting) by interface and Ameritech Affiliate.

. Measurement Type:

IL IN MI OH WI Tier 1 None None None None None

Tier 2 High High Med High High

Benchmark: 99.5%. The critical-z allowance does not apply on this measurement only.



5. Percent Firm Order Confirmations (FOCs) Returned Within “X” Hours/Days

Definition: Percent of FOCs returned within a specified time frame from receipt of a complete and accurate service request to return of confirmation to CLEC.

Exclusions: • Rejected (manual and electronic) service requests. • SBC/Ameritech retail disconnect orders in conjunction with wholesale migrations.

Service requests involving major projects mutually agreed upon by CLECs and SBC/Ameritech or as defined as projects in CLEC Online referenced at: https://clec.sbc.com/clec/hb/files/amer/Ameritech%20RESALE%20Standard%20Due%20Dates.xls. https://clec.sbc.com/clec/hb/files/amer/Ameritech%20UNE%20Standard%20Due%20Dates.xls. (The URL address can change. The steps for access to the above information are: 1) Go to CLEC Online, 2) Select CLEC Handbook, 3) Choose an Ameritech State, 4) Select Ordering, 5) Select Due Date Matrix, 6) Select Resale matrix or UNE matrix.)

. For Resale and UNE-P a project is defined as > 250 lines, trunks, circuits, and/or telephone numbers. For Loops, LNP, LSNP, a project is defined as > 100 lines, trunks, circuits, and/or telephone numbers. • Where CLEC accesses SBC/Ameritech – LEC’s systems using a Service Bureau Provider,

the measurement of SBC/Ameritech – LEC’s performance shall not include Service Bureau Provider processing, availability or response time.

• DSL orders rejected for incomplete or incorrect LSR. • DSL orders denied for pair gain. • SBC/Ameritech Only Disconnect orders • Weekends and Holidays for Manual; Non-System Processing Hours for Electronic.

Business Rules: Orders are measured according to how the service order was submitted to SBC/Ameritech (i.e., electronically or manually) and are included in these disaggregations regardless of how they are processed. SBC/Ameritech will measure unsolicited FOCs as jeopardies . FOC business rules are established to reflect the Local Service Center (LSC) normal hours of operation, as posted on the Internet. If the receipt time is outside of normal business hours, then the start date/time is set to the beginning of the next business day. Electronically Submitted Requests: FOC business rules are established to reflect the electronic normal hours of operation, as posted on the Internet. For electronically processed service requests, the start date and time is the receive date and time that is automatically populated by the interface. The end date and time is recorded by the interface and reflects the date and time the FOC is sent/made available to the CLEC.



• LSRs Received and Processed Electronically: Hours used in the calculation are the

hours of system availability. Time outside of the published hours of availability is excluded from the calculation.

o If the LSR is received during scheduled system down time, the clock starts at the first scheduled time of system availability subsequent to the receipt date/time of the LSR.

o If the FOC is sent during a scheduled system down time, the clock stops at the first scheduled time of system availability subsequent to the date/time the FOC was sent/made available to the CLEC.

o If both the LSR is received and the FOC is sent within a continuous uninterrupted down-time period and entirely outside the published hours of availability, the receipt to FOC interval will be one minute.

Manually Submitted and/or Manually Processed Requests: Manual requests are those initiated via the CLEC by fax. Manually processed requests include those manually submitted plus those electronically submitted that require manual intervention. The receive date and times are recorded and input on each request in the ordering system for each FOC opportunity. The end times are the dates and times the FOCs are sent back to the CLEC.

• Hours used in the calculation are the Local Service Center (LSC) hours of operation. o Where If a request is received Monday through Friday between 7:00 a.m. to

5:00 p.m., the valid start time will be the actual receipt time. o If the request is received Monday through Thursday after 5:00 p.m. and before.

7:00 a.m. the next day, the valid start time will be the next business day at 7:00 a.m.

o If the request is received Friday after 5:00 p.m. and before 7:00 a.m. Monday, the valid start time will be at 7:00 a.m. Monday.

o If the request is received on a holiday (anytime), the valid start time will be the next business day at 7:00 a.m.

o The returned confirmation to the CLEC will establish the end date/time. Where disaggregations reflect “clock hours” a 24-hour rolling clock will be used between 12:00 a.m. Monday and 11:59 p.m. Friday. Where disaggregations reflect “business hours” the time will be measured from 7:00 a.m. to 5:00 p.m. Monday through Friday CST.

Orders for the Broadband Service product are included in the disaggregated measures.

For a manual request that requires an associated loop qualification, the Start date and time is when the loop qualification is completed by OSP Engineering and is made available in the Loop Qual system. The End date and time is when the fax is sent back to the CLEC. For orders where FOC times are negotiated with the CLEC, the entry on the ACIS service



order is used in the calculation. The request type is determined from the order class and order type tables to report the various levels of disaggregation. For DSL orders that require manual loop makeup information after the receipt of the LSR (CLEC did not request manual loop makeup information), the Start time for the FOC is the date and time the loop makeup information is available in the Loop Qual system. The End date and time is automatically recorded by the interface and reflects the date and time the FOC is sent/made available to the CLEC. Manually and Electronically Submitted Requests: For Interconnection Trunk Orders, SBC/Ameritech will attempt to contact CLEC with questions on interconnection trunk orders at least 2 days prior to FOC due date. This process will be in place until Ameritech institutes a reject process for these type orders.

Levels of Disaggregation: Manually Submitted Requests: • Simple Res. And Bus. < 24 Clock Hours • Complex Business (1-200 Lines) < 24 Clock Hours • Complex Business (>200 Lines) < 48 Clock Hours • UNE Loop (1-49 Loops) < 24 Clock Hours • UNE Loop ( >= 5049 Loops) < 48 Clock Hours • Switch Ports < 24 Clock Hours • CIA Centrex (1-200 Lines) < 24 Clock Hhours • CIA Centrex (>200 Lines) < 48 Clock Hhours • UNE P Simple Res and Bus < 24 Clock Hours < 24 Hours • UNE P Complex Business (1-200 Lines) < 24 Clock Hours • UNE P Complex Business (>200 Lines) < 48 Clock Hours • UNE xDSL Capable Loop (1-49 Loops) < 24 Clock Hours • UNE xDSL Capable Loop ( > 49 Loops) < 48 Clock Hours • Line Sharing (1-49 Loops) < 24 Clock Hours • Line Sharing (>49 Loops) < 48 Clock Hours • Simple Residence and Business LNP Only (1-19 Lines) < 24 Clock Hours • LNP with Loop (1-19 Loops) < 24 Clock Hours • Simple Residence and Business LNP Only (>1920+ l Lines) < 48 Clock Hours • LNP with Loop (>1920+ Loops) < 48 Clock Hours • LNP Complex Business (1-19 Lines) < 24 Clock Hours • LNP Complex Business (>1920+-50 Lines) < 48 Clock Hours ? LNP Complex Business (50+ Lines) < Negotiated with Notification of Timeframe Within 24 Clock Hours

Electronically Submitted Requests: • Simple Res. And Bus. – Manually Processed < 5 Business Hours • Simple Res. And Bus. – Electronically Processed < 2 Business Hours



• Complex Business (1-200 Lines) < 24 Clock Hours • Complex Business (>200 Lines) < 48 Clock Hours • UNE Loop (1-49 Loops) – Manually Processed < 5 Business Hours • UNE Loop (1-49 Loops) – Electronically Processed < 2 Business Hours • UNE Loop ( >= 5049 Loops) < 48 Clock Hours • Switch Ports Manually Processed < 5 Business Hours • Switch Ports Electronically Processed < 2 Business Hours • Unbundled Local (Dedicated) Transport-DS1 < 1 Business Day • Unbundled Local (Dedicated) Transport-DS3 < 5 Business Days • CIA Centrex (1-200 Lines) < 24 Clock Hhours • CIA Centrex (>200 Lines) < 48 Clock Hhours • UNE P Simple Res and Bus – Manually Processed < 5 Business Hours • UNE P Simple Res and Bus – Electronically Processed < 2 Business Hours • UNE P Complex Business (1-200 Lines) < 24 Clock Hours • UNE P Complex Business (>200 Lines) < 48 Clock Hours • UNE xDSL Capable Loop (1- 19 Loops) < 6 Business Hours • UNE xDSL Capable Loop ( > 19 Loops) < 14 Business Hours • Line Sharing (1-49 Loops) < 6 Business Hours • Line Sharing (>49 Loops) < 14 Business Hours • Simple Residence and Business LNP Only (1-19 Lines) – Electronically Processed < 2

Business Hours • Simple Residence and Business LNP Only (1-19 Lines) – Manually Processed < 5 Business

Hours • LNP with Loop (1-19 Loops) Manually Processed < 5 Business Hours • LNP with Loop (1-19 Loops) Electronically Processed < 2 Business Hours • Simple Residence and Business LNP Only (>1920+ lLines) < 48 Clock Hours • LNP with Loop (>1920+ Loops) < 48 Clock Hours • LNP Complex Business (1-19 Lines) < 24 Clock Hours • LNP Complex Business (>1920+-50 Lines) < 48 Clock Hours ? LNP Complex Business (50+ Lines) < Negotiated with Notification of Timeframe within 24

Clock Hours • EELs - diagnostic< 1 Business Day Manually and Electronically Submitted Requests: • Interconnection Trunks (< 5 DS1) < 6 days • Interconnection Trunks (>= 5 DS1) and all orders identified as part of a pre-planned project

< 8 days

NOTE: Orders are measured according to how the Service Order was received via SBC/Ameritech (i.e. electronically or manually) and are included in these dissaggregationsdisaggregations regardless of how they are processed. SBC/Ameritech will measure unsolicited FOCs as jeopardizes.



Calculation: Report Structure: (# of FOCs returned within “Xx” hours/days ÷ total FOCs sent) * 100




• Tail remedies will be paid at the Tier 1 level only. • Tail remedies do not apply to the electronic-electronic disaggregations. Orders that were included in the tail calculation, but met the FOC benchmark, shall not be

included as occurrences subject to tail remedies. Benchmark:

All Percent Within Intervals Under Levels of Disaggregation: Res and Bus 95%; Complex Bus 94%; UNE Loop (1-49) 95%; UNE Loop (>50) 94%; Switch Ports 95%; Interconnection Trunks 95%; ULT 95%; CIA Centrex at 95%.

• All disaggregations – 95%; except Complex Bus - 94% UNE Loop > 49 Loops - 94% Manually submitted UNE xDSL Capable Loop (1-49 Loops) - 94% Manually submitted Line Sharing (1-49 Loops) – 94%

• The Average for the remainder of each measure disaggregated shall not exceed 20% of the established benchmark.

• All electronic-electronic disaggregations are combined to a summary level for remedy calculations.

• EELs are diagnostic until the next six-month review. EELs are diagnostic until the next six-month review. CIA Centrex at 95%.



5.2 Percentage of Unsolicited FOCs by Reason Code

Definition: The number of Unsolicited FOCs sent to the CLECs generally categorized by reason codes identified in the levels of disaggregations, divided by Total Unsolicited FOCs

Exclusions: CLEC Caused Errors

Business Rules: This measure reports on the breakdown, by general Reason Code category, of the various Unsolicited FOCs that are sent to the CLEC.

Levels of Disaggregation: • Cancel Customer Order • Add Service Order Number and or Line • Cancel Service Order • Service Order Due Date Change • Service Order Line Change

Calculation: Report Structure: (Total Number of Unsolicited FOCs per general category ÷/ Total # of Unsolicited FOCs) * 100


Measurement Type: Tier 1 – None Tier 2 – None Benchmark:

Diagnostic



6. Average Time To Return FOC

Definition: The average time to return FOC from receipt of complete and accurate service request to return of confirmation to CLEC.

Exclusions: • SBC/Ameritech retail disconnect orders conjunction with wholesale migrations. • Rejected (manual and electronic) service requests. • Rejected (manual and electronic) service requests. • Service requests involving major projects mutually agreed upon by CLECs and

SBC/Ameritech or as defined as projects in CLEC Online referenced at: • https://clec.sbc.com/clec/hb/files/amer/Ameritech%20RESALE%20Standard%20Due%20D

ates.xls. • https://clec.sbc.com/clec/hb/files/amer/Ameritech%20UNE%20Standard%20Due%20Dates.

xls. (The URL address can change. The steps for access to the above information are: 1) Go to CLEC Online, 2) Select CLEC Handbook, 3) Choose an Ameritech State, 4) Select Ordering, 5) Select Due Date Matrix, 6) Select Resale matrix or UNE matrix.)

? Service requests involving major projects mutually agreed upon by CLECs and SBC/Ameritech or as defined as projects in CLEC Online referenced at: https://clec.sbc.com/clec/hb/files/amer/Ameritech_UNE_Standard_Due_Dates.xls, https://clec.sbc.com/clec/hb/files/amer/Ameritech_RESALE_Standard_Due_Dates.xls.

• Where CLEC accesses SBC/Ameritech – LEC’s systems using a Service Bureau Provider, the measurement of SBC/Ameritech – LEC’s performance shall not include Service Bureau Provider processing, availability or response time.

• DSL orders rejected for incomplete or incorrect LSR. • DSL orders denied for pair gain. • SBC/Ameritech Only Disconnect orders • Weekends and Holidays for Manual; Non-System Processing Hours for Electronic.

Business Rules: Orders are measured according to how the service order was submitted to SBC/Ameritech (i.e., electronically or manually) and are included in these disaggregations regardless of how they are processed. FOC business rules are established to reflect the Local Service Center (LSC) normal hours of operation, as posted on the Internet. If the receipt time is outside of normal business hours, then the start date/time is set to the beginning of the the next business day. SBC/ Ameritech will measure unsolicited FOCs as jeopardies. Electronically Submitted Requests: FOC business rules are established to reflect the electronic normal hours of operation, as posted on the Internet. For electronically processed service requests, the start date and time is the receive date and time that is automatically populated by the interface. The end date and time is recorded by the interface and reflects the date and time the FOC is sent/made available to the CLEC.



• LSRs Received and Processed Electronically: Hours used in the calculation are the

hours of system availability. Time outside of the published hours of availability is excluded from the calculation.

o If the LSR is received during scheduled system down time, the clock starts at the first scheduled time of system availability subsequent to the receipt date/time of the LSR.

o If the FOC is sent during a scheduled system down time, the clock stops at the first scheduled time of system availability subsequent to the date/time the FOC was sent/made available to the CLEC.

o If both the LSR is received and the FOC is sent within a continuous uninterrupted down-time period and entirely outside the published hours of availability, the receipt to FOC interval will be one minute.

Manually Submitted and/or Manually Processed Requests: Manual requests are those initiated via the CLEC by fax. Manually processed requests include those manually submitted plus those electronically submitted that require manual intervention. The receive date and times are recorded and input on each request in the ordering system for each FOC opportunity. The end times are the dates and times the FOCs are sent back to the CLEC.

• Hours used in the calculation are the Local Service Center (LSC) hours of operation. o If a request is received Monday through Friday between 7:00 a.m. to 5:00 p.m.,

the valid start time will be the actual receipt time. o If the request is received Monday through Thursday after 5:00 p.m. and before.

7:00 a.m. the next day, the valid start time will be the next business day at 7:00 a.m.

o If the request is received Friday after 5:00 p.m. and before 7:00 a.m. Monday, the valid start time will be at 7:00 a.m. Monday.

o If the request is received on a holiday (anytime), the valid start time will be the next business day at 7:00 a.m.

o Where disaggregations reflect “clock hours” a 24-hour rolling clock will be used between 12:00 a.m. Monday and 11:59 p.m. Friday. Where disaggregations reflect “business hours” the time will be measured from 7:00 a.m. to 5:00 p.m. Monday through Friday CST.

Orders for the Broadband Service product are included in the disaggregated measures. Manually Submitted Requests: Manual service order requests are those initiated via the CLEC by fax. The receive date and times are recorded and input on each service order in the ordering system for each FOC opportunity. The end times are the actual dates and times the FOCs are sent back to the CLEC via EDI-to-Fax.



For a manual request that requires an associated loop qualification, the Start date and time is when the loop qualification is completed by OSP Engineering and is made available in the LoopQual system. The End date and time is when the fax is sent back to the CLEC.

Electronically Submitted Requests: FOC business rules are established to reflect the electronic interface normal hours of operation, as posted on the Internet. For electronically processed service requests, the start date and time is the receive date and time that is automatically populated by the interface. The end date and time is recorded by the interface and reflects the date and time the FOC is returned to the CLEC. For orders where FOC times are negotiated with the CLEC, the entry on the ACIS service order is used in the calculation. The request type is determined from the order class and order type tables to report the various levels of disaggregation. For DSL orders that require manual loop makeup information after the receipt of the LSR (CLEC did not request manual loop makeup information), the Start time for the FOC is the date and time the loop makeup information is available in the LoopQual system. The End date and time is automatically recorded by the interface and reflects the date and time the FOC is sent/made available to the CLEC. Manually and Electronically Submitted Requests: For Interconnection Trunk Orders, SBC/Ameritech will attempt to contact CLEC with questions on interconnection trunk orders at least 2 days prior to FOC due date. This process will be in place until SBC/Ameritech institutes a reject process for these type orders. Measurement is disaggregated according to product type and order size only, and includes orders submitted either electronically or manually.

Levels of Disaggregation: Manually Submitted Requests: • Simple Res. And Bus. • Complex Business (1-200 Lines) • Complex Business (>200 Lines) • UNE Loop (1-49 Loops) • UNE Loop (>49 Loops) • Switch Ports • CIA Centrex (1-200 Lines) • CIA Centrex (>200 Lines) • UNE P Simple Res. And Bus. • UNE P Complex Business (1-200 Lines) • UNE P Complex Business (>200 Lines) • UNE xDSL Capable Loop (1-49 Loops) • UNE xDSL Capable Loop (> 49 Loops)



• Line Sharing (1-49 Loops) • Line Sharing (>49 Loops) • Simple Residence and Business LNP Only (1-19 Lines) • LNP with Loop (1-19 Loops) • Simple Residence and Business LNP Only (>19 Lines) • LNP with Loop (>19 Loops) • LNP Complex Business (1-19 Lines) • LNP Complex Business (>19 Lines) ?

Electronically Submitted Requests: • Simple Res. And Bus. – Electronically Processed • Simple Res. And Bus. – Manually Processed • Complex Business (1-200 Lines) • Complex Business (>200 Lines) • UNE Loop (1-49 Loops) – Electronically Processed • UNE Loop (1-49 Loops) – Manually Processed • UNE Loop (>49 Loops) • Switch Ports Electronically Processed • Switch Ports Manually Processed • Unbundled Local (Dedicated) Transport-DS1 <1 Business Day • Unbundled Local (Dedicated) Transport-DS3 <5 Business Days • CIA Centrex (1-200 Lines) • CIA Centrex (>200 Lines) • UNE P Simple Res. And Bus. – Electronically Processed • UNE P Simple Res. And Bus. – Manually Processed • UNE P Complex Business (1-200 Lines) • UNE P Complex Business (>200 Lines) • UNE xDSL Capable Loop (1-149 Loops) • UNE xDSL Capable Loop (> 149 Loops) • Line Sharing (1-49 Loops) • Line Sharing (>49 Loops) • Simple Residence and Business LNP Only (1-19 Lines) – Electronically Processed • Simple Residence and Business LNP Only (1-19 Lines) – Manually Processed • LNP with Loop (1-19 Loops) • Simple Residence and Business LNP Only (>19 Lines) • LNP with Loop (>19 Loops) • LNP Complex Business (1-19 Lines) • LNP Complex Business (>19 Lines) ? • EELs Manually and Electronically Submitted Requests:



• Interconnection Trunks (<5 DS1) • Interconnection Trunks (>= 5 DS1) and all orders identified as part of a project

Calculation: Report Structure: Σ[(Date and Time of FOC) - (Date and Time of Order Acknowledgment)] ÷ Total FOCs)



Diagnostic



7. Percent Mechanized Completions Returned Within One Hour of Completion in Ordering Systems

Definition: Percent mechanized completions returnedsent/made available to the CLEC within one hour of completion.


Business Rules: The elapsed time for an ordera completion is calculated based on the time of the last service order, which establishes service, being is completed in the ordering wholesale Local Service Request (LSR) system, to the actual time MOR receives notification and the completion is sent sent/made available to the CLEC. For example, if a multi-line order has 10 lines, the stopservice request has multiple orders, the start time would be when the last of the 10 lines isservice order was completed in the ordering LSR processingprovisioning system. The Calculated calculation is based on calendar days onlysystem processing hours. Regardless of whether the order was submitted or processed electronically or manually, it is included in this measure. System processing hours can be found on CLEC On-line at: https://clec.sbc.com/clec/hb/filelist/docs/011030-012759/OSS Hours of Operation.xls

NOTE: All completion notifications are returned via a mechanized interface (EDI or EDI-to-Fax). Levels of Disaggregation:

? NoneResale ? UNEs ? combinations

Calculation: Report Structure: (# of mechanized completions sent/made availablereturned to CLEC within 1 hour ÷ total mechanized completions) * 100



Tier 1 Low Low Med Low Low Tier 2 None None None None None

Tier 1 – None Tier 2 - None

Benchmark: 97% for IN, MI, OH, WI; 99% for, IL



7.1 Percent Mechanized Completions Returned Within One Day Of Work Completion

Definition: Percent mechanized completions returnedsent/made available within one day.

Exclusions: • Where CLEC accesses SBC/Ameritech – LEC’s systems using a Service Bureau

Provider, the measurement of SBC/Ameritech – LEC’s performance shall not include Service Bureau Provider processing, availability or response time.

• CLEC-caused misses and delays Business Rules:

Days are calculated by subtracting the date the completion notification was returned sent/made available to the CLEC minus the work completion date. The Calculated calculation is based on calendar days onlysystem processing days. Regardless of whether the order was submitted or processed electronically or manually, it is included in this measure. System processing hours can be found on CLEC On-line at: https://clec.sbc.com/clec/hb/filelist/docs/011030-012759/OSS Hours of Operation.xls Note: All completion notifications are returned via a mechanized interface (EDI or EDI-to-Fax).

Levels of Disaggregation: • Resale • UNEs • UNE-PCombinations • LNP Only

Calculation: Report Structure: (# of mechanized completions returnedsent/made available to the CLEC within 1 day of work completion ÷ total mechanized completions) * 100


Measurement Type: Tier 1 - None

Tier 2 – None IL IN MI OH WI


Benchmark: 97% for IN, MI, OH, WI; 99% for, IL



8. Average Time to Return Mechanized Completions

Definition: Average time required to send/make available return a mechanized completion to a CLEC.


Business Rules: The elapsed time for an ordercompletion is calculated based on the time of the last service order, which establishes service,, being is completed in the ordering wholesale Local Service Request (LSR) system to and the actual time MOR receives notification and the completion is sent sent/made available to the CLEC. For example, if a multi-line order has 10 linesa service request has multiple orders, the stop start time would be when the last of the 10 lines isservice order was completed in the ordering LSR processingprovisioning system. The Calculated calculation is based on calendar days onlysystem processing hours. Regardless of whether the order was submitted or processed electronically or manually, it is included in this measure. System processing hours can be found on CLEC On-line at: https://clec.sbc.com/clec/hb/filelist/docs/011030-012759/OSS Hours of Operation.xls NOTE: All completion notifications are returned via a mechanized interface (EDI or EDI-to-Fax).

Levels of Disaggregation: • Resale • UNEs • UNE-PCombinations

Calculation: Report Structure: Σ[(Date and Time of Notice Of Completion Issuedsent/made available to the CLEC) - (Date and Time the last order is completed in the LSR systemof Work Completion)] ÷ Total Mechanized Completions



Tier 1 LowNone LowNone None LowNone LowNone Tier 2 None None None None None

Benchmark:

Diagnostic



9. Percent Rejects

Definition: The number of rejects compared to the issued orders for orders submitted via the electronic interfaces

Exclusions: • Where CLEC accesses SBC/Ameritech – LEC’s systems using a Service Bureau Provider,

the measurement of SBC/Ameritech – LEC’s performance shall not include Service Bureau Provider processing, availability or response time. Service requests involving major projects mutually agreed upon by CLECs and SBC/Ameritech or as defined as projects in CLEC Online referenced at: https://clec.sbc.com/clec/hb/files/amer/Ameritech%20RESALE%20Standard%20Due%20Dates.xls. https://clec.sbc.com/clec/hb/files/amer/Ameritech%20UNE%20Standard%20Due%20Dates.xls.

? (The URL address can change. The steps for access to the above information are: 1) Go to CLEC Online, 2) Select CLEC Handbook, 3) Choose an Ameritech State, 4) Select Ordering, 5) Select Due Date Matrix, 6) Select Resale matrix or UNE matrix.)Orders involving major projects. For Resale and UNE-P a project is defined as > 250 lines, trunks, circuits, and/or telephone numbers. For Loops, LNP, LSNP, a project is defined as > 100 lines, trunks, circuits, and/or telephone numbers.

Business Rules: A rejected order does not pass edit checks or other edits prior to the order being distributed. This measure includes all orders that are submitted through an electronic interface, regardless of whether the order was processed electronically or manually. NOTE: All rejects are returned to the CLEC via a mechanized interface (EDI or EDI-to-Fax).

Levels of Disaggregation: • CLEC Caused Reject • SBC/Ameritech Caused Rejects (Re-flowed Orders)

Calculation: Report Structure: (# of rejects ÷ total unique orders and supplements for electronic interfaces) * 100


Measurement Type: Tier 1 – None Tier 2 – None

Benchmark: Diagnostic



Replace with New PM 10 Proposal

10. Percent Mechanized Rejects Returned Within One Hour of Receipt of Reject in MOR10. Percent Mechanized Rejects Returned Within One Hour of Receipt of Reject in the Local Service Request (LSR) Processing Systems

Definition: Percent mechanized rejects returned within one hour of the receipt of the reject in MOR . the Local Service Request (LSR) processing systems.

Exclusions: ? Where CLEC accesses Ameritech – LEC’s systems using a Service Bureau Provider, the

measurement of Ameritech – LEC’s Performance shall not include Service Bureau Provider processing, availability or response time.

? Orders involving major projects. For Resale and UNE-P a project is defined as > 250 lines, trunks, circuits, and/or telephone numbers. For Loops, LNP, LSNP, a project is defined as > 100 lines, trunks, circuits, and/or telephone numbers.

Business Rules: The start time used is the date and time the reject is available to MOR the Local Service Request (LSR) processing systems and the end time is the date and time the reject notice is sent available to the CLEC. This measure includes all rejects regardless of how the order was initially submitted or processed (i.e., electronically or manually).

Levels of Disaggregation: Νone

Calculation: Report Structure: (# of mechanized rejects sent within 1 hour ÷ total mechanized rejects) * 100

Reported for CLEC, all CLECs¸ and Ameritech Affiliate.



Benchmark:

97% within 1 hour of the receipt of a reject in MOR.the Local Service Request (LSR) processing systems.



New PM 10 Proposal

10. Percent Rejects Returned Within “X” Hours

Definition: Percent rejects returned within “X” Hours.

Exclusions: • Where CLEC accesses SBC/Ameritech – LEC’s systems using a Service Bureau Provider, the

measurement of SBC/Ameritech – LEC’s Performance shall not include Service Bureau Provider processing, availability or response time.

Service requests involving major projects mutually agreed upon by CLECs and SBC/Ameritech or as defined as projects in CLEC Online referenced at: https://clec.sbc.com/clec/hb/files/amer/Ameritech%20RESALE%20Standard%20Due%20Dates.xls. https://clec.sbc.com/clec/hb/files/amer/Ameritech%20UNE%20Standard%20Due%20Dates.xls.

(The URL address can change. The steps for access to the above information are: 1) Go to CLEC Online, 2) Select CLEC Handbook, 3) Choose an Ameritech State, 4) Select Ordering, 5) Select Due Date Matrix, 6) Select Resale matrix or UNE matrix.)

Orders involving major projects. For Resale and UNE-P a project is defined as > 250 lines, trunks, circuits, and/or telephone numbers. For Loops, LNP, LSNP, a project is defined as > 100 lines, trunks, circuits, and/or telephone numbers.

Business Rules: The start time used is the date and time the LSR is received. The end time is the date and time the reject notice is sent/made available to the CLEC. This measure includes all rejects regardless of how the order was initially submitted or processed (i.e., electronically or manually). The calculation is based on system processing hours for auto/auto and LSC processing hours for auto/manual and manual/manual.

Levels of Disaggregation: • Mechanized Rejects (A/A) • Manual Rejects Received Electronically (A/M) • Manual Rejects Received Manually (M/M)

Calculation: Report Structure: (# of rejects sent/made available within “X” Hours ÷ total rejects) * 100

Reported for CLEC, all CLECs and SBC/Ameritech Affiliate.


Tier 1 MedLow MedLow Med MedLow MedLow Tier 2 None None None None None With Remedy Cap



Benchmark: 95% Mechanized Rejects within 2 Hours 95% Manual Rejects Received Electronically within 8 Hours 95% Manual Rejects Received Manually within 24 Hours



Delete Measure

10.1 Percent Mechanized Rejects Returned within One Hour of Receipt of Order10.1 Percent Mechanized Rejects Returned within One Hour of Receipt of the Local Service Request (LSR)

Definition: Percentage of mechanized rejects returned within one hour of the receipt of order from CLEC.

Exclusions: ? Where CLEC accesses Ameritech – LEC’s systems using a Service Bureau Provider, the

measurement of Ameritech – LEC’s performance shall not include Service Bureau Provider processing, availability or response time.


Business Rules: The start time is the time the order is received in the LSC by the ordering interface and the end time is the date and time the reject notice. Sent to the CLEC.of the reject notice sent to the CLEC.available to the CLEC. This measure includes all rejects that were submitted via an electronic interface and processed mechanically (Auto-Auto).


Calculation: Report Structure: (# of mechanized rejects sent within 1

hour of receipt of order ÷ total mechanized rejects) * 100

Reported for CLEC, all CLECs, and Ameritech Affiliate.


97% within 1 hour2 hours of the receipt of a reject in MOR.of the local service request. Note: Two hour benchmark should match FOC measures in assigning damages.



Delete Measure

10.2 Percent Manual Rejects Received Electronically and Returned Within Five Hours

Definition: Percentage of manual rejects of orders received electronically where the reject notification is sent within five hours of the receipt of the order from the CLEC. A “manual reject” is any reject that results from the manual processing of an order.

Exclusions: ? Manual rejects for orders received manually ? Where CLEC accesses Ameritech – LEC’s systems using a Service Bureau Provider, the



Business Rules: The start time is the time the order is electronically received and logged into the ordering system. The end time is the date and time the reject notice is sent back to the CLEC. This measure includes all orders received electronically and processed manually that resulted in a reject.


Calculation: Report Structure: (# of manual rejects returned within 5 hours of receipt of electronic order ÷ total manual rejects) * 100



97% within 5 Hours.



Delete Measure

10.3 Percent Manual Rejects Received Manually and Returned Within Five Hours

Definition: Percentage of manual rejects for orders received manually and returned to the CLEC within 5 hours. A “manual reject” is any reject that results from the manual processing of an order.

Exclusions: ? Manual rejects for orders received electronically. ? Where CLEC accesses Ameritech – LEC’s systems using a Service Bureau Provider, the



Business Rules: The start time is the time the manual LSR order is received in the LSC via fax, and the end time is the date and time the reject notice is sent back to the CLEC via EDI-to-Fax. This measure includes all orders submitted manually that resulted in a reject.


Calculation: Report Structure: (# of manual rejects returned within 5 hours of receipt of manual orders ÷ total manual rejects) * 100



97% within 5 hours.



10.4 Percentage of Orders Given Jeopardy Notices

Definition: Percentage of orders given jeopardy notices measures the number of orders for which jeopardy notices870s are sent to customers as a percentage of the total number of orders duecompleted in the calendar monthperiod.

Exclusions: • CLEC End User-Initiated Jeopardy Codes. • Service orders that fall into, or are completed thru, the FMOD process.

Business Rules: An 870 is a jeopardy notice that is sent to the CLEC to notify them that an order’s confirmed due date is in jeopardy of being missed. Unsolicited FOCs will be counted as Jeopardies.

Levels of Disaggregation: Resale POTS

Business class of service • -- Field Work (FW) • -- Non-Field Work (NFW)

Residence class of service -- Field Work (FW) -- Non-Field Work (NFW)

Resale Specials • Field Work (FW) • Non-Field Work (NFW)

Unbundled Local Switching Unbundled Loops • Field Work (FW) • Non-Field Work (NFW)

? With LNP Without LNP

UNE-P • Field Work (FW) • Non-Field Work (NFW)

Calculation: Report Structure: [(# of orders receiving jeopardy notices) /÷ (Total orders due in the calendar month)] *100


Measurement Type: Tier 1 - None Tier 2 - None

Benchmark:



Not to exceed 5% of orders given jeopardy notices. Diagnostic - Parity with Ameritech Retail: Wholesale-POTS/ Retail-POTS

Unbundled Loops/ POTS with FW 3.UNE-Ps/ Retail-POTS(ALL)



11. Mean Time to Return Mechanized Rejects

Definition: Average time required to returnsend/make available a mechanized reject.

Exclusions: • Where CLEC accesses SBC/Ameritech – LEC’s systems using a Service Bureau Provider,

the measurement of SBC/Ameritech – LEC’s performance shall not include Service Bureau Provider processing, availability or response time. Service requests involving major projects mutually agreed upon by CLECs and SBC/Ameritech or as defined as projects in CLEC Online referenced at: https://clec.sbc.com/clec/hb/files/amer/Ameritech%20RESALE%20Standard%20Due%20Dates.xls. https://clec.sbc.com/clec/hb/files/amer/Ameritech%20UNE%20Standard%20Due%20Dates.xls. (The URL address can change. The steps for access to the above information are: 1) Go to CLEC Online, 2) Select CLEC Handbook, 3) Choose an Ameritech State, 4) Select Ordering, 5) Select Due Date Matrix, 6) Select Resale matrix or UNE matrix.)

• Orders involving major projects. For Resale and UNE-P a project is defined as > 250 lines, trunks, circuits, and/or telephone numbers. For Loops, LNP, LSNP, a project is defined as > 100 lines, trunks, circuits, and/or telephone numbers.

Business Rules: The start time used is the date and time the reject is sent/made available to MOR the Local Service Request (LSR) processing systemand, and the end time is the date and time the reject notice is sent sent/made available to the CLEC. This measure includes all rejects regardless of how the order was initially submitted or processed (i.e., electronically or manually). The calculation is based on system processing hours for auto/auto and LSC processing hours for auto/manual and manual/manual.


• Mechanized Rejects (A/A) • Manual Rejects Received Electronically (A/M) • Manual Rejects Received Manually (M/M)

Calculation: Report Structure: Σ[(Date and Time reject sent/made available) - (Date and Time of Order receipt)] ÷ total mechanized rejects

Reported for CLEC all CLECs¸ and SBC/Ameritech Affiliate.





Delete Measure 11.1 Mean Time to Return Manual Rejects that are Received via an

Electronic Interface

Definition: Average time to returnsend/make available manual rejects received via an electronic interface.

Exclusions: ? Manual rejects for orders received manually ? Where CLEC accesses SBC/Ameritech – LEC’s systems using a Service Bureau Provider,



Business Rules: The start time is the time the order is electronically received and logged into the ordering system. The end time is the date and time the reject notice is sent/made available back to the CLEC. This measure includes all orders received electronically and processed manually that resulted in a reject.


Calculation: Report Structure: {∑(date and time reject sent – date and time of order receipt ) ÷ total manual rejects}



Benchmark: FiveEight Hours



Delete Measure

11.2 Mean Time to Return Manual Rejects that are Received Through the Manual Process

Definition: Average time to returnsend/make available manual rejects received through the manual process (Fax).

Exclusions: ? Manual rejects for orders received electronically. ? Where CLEC accesses SBC/Ameritech – LEC’s systems using a Service Bureau Provider,



Business Rules: The start time is the time the manual LSR order is received in the LSC via fax, and the end time is the date and time the reject notice is sent back to the CLEC via EDI-to-Fax. This measure includes all orders submitted manually that resulted in a reject.


Calculation: Report Structure: {∑(date and time rejects sent/made available – date and time of order receipt) ÷ total manual rejects}



FiveTwenty-Four Hours



12. Mechanized Provisioning Accuracy

Definition: Percent of mechanized orders completed as ordered.


Business Rules: This measurement compares the USOCs ordered on a mechanized order, to the copy of the order which updates the customer billing database.


Calculation: Report Structure: (# of orders completed as ordered ÷ total orders) * 100



Tier 1 Low Low Med Low Low Tier 2 Low Low Med Low Low

Benchmark:

Parity



13. Order Process Percent Flow Through

Definition: Percent of orders from receipt to distribution that progress mechanically through to SBC/Ameritech provisioning systems.

Exclusions: • Orders both electronically generated and rejected if error is caused by CLEC. • Manually received orders • Where CLEC accesses SBC/Ameritech – LEC’s systems using a Service Bureau Provider,


Business Rules: The number of eligible orders, that flow through SBC/Ameritech’s ordering systems without manual intervention, divided by the total number of eligible electronically generated orders within the reporting period. Manually intervened orders that are electronically generated are considered failed pass-through. Orders that fall out after receipt, but are not rejected back to CLEC due to CLEC caused errors, will be included as failed pass-through occurrences. This measure is based on orders designed to flow through.

Levels of Disaggregation: • UNE Loops • Resale • UNE-P • LNP • LSNP - when available and added to disaggregations for business rule (schedule determined

by Two-Year Flow-Through Improvement Plan) • Line Sharing

Calculation: Report Structure: (# of orders that flow through ÷ total eligible electronic orders) * 100

Reported for CLEC, all CLECs, SBC/Ameritech and SBC/Ameritech Affiliate.


Tier 1 Low Low Med Low Low Tier 2 High High Med High High

Benchmark:

95% for UNE Loops; Parity with SBC/Ameritech Retail for other disaggregations.



13.1 Total Order Process Percent Flow Through

Definition: Percent of EDI orders from entry to distribution that progress through SBC/Ameritech ordering systems without manual intervention.

Exclusions: Excludes rejected orders

Business Rules: The number of orders that flow through SBC/Ameritech’s ordering systems and are distributed in the Service Order System without manual intervention, divided by the total number of orders submitted via EDI within the reporting period.

Levels of Disaggregation: • Resale • UNE Loops • LNP • LSNP • UNE-P • Line Sharing

Calculation: Report Structure: (# of orders that flow through ÷ total orders) * 100

Reported by CLEC, all CLECs, and SBC/Ameritech Affiliate.





Billing

14. Billing Accuracy

Definition: SBC/Ameritech performs audits on three billing systems: ACIS (Retail), RBS (Wholesale) and CABS (Access) to ensure the accuracy of the bills rendered to its customers.

Exclusions: None

Business Rules: The purpose of these audits is to review and recalculate for services billed in the five states. This is to ensure that monthly bills sent to the CLECs, and retail customers are rated accurately according to the billing tables. This is performed by extracting recurring, non-recurring, and usage elements from the above listed billing systems and comparing the billed elements to expected results. For all validations performed, the number of elements that have been released prior to correction (bills are audited for accurate calculations) are counted as an error against the total elements audited.

Levels of Disaggregation: • Resale Monthly Recurring/Non-recurring • Resale Usage/Unbundled Local Switching • Other Unbundled Network Elements

Calculation: Report Structure: (# of elements not corrected prior to bill release ÷ total elements audited) * 100

Reported for the aggregate of all CLECs, SBC/Ameritech, and SBC/Ameritech Affiliate. Reported on an SBC/Ameritech Company basis.


Benchmark: Parity Retail Comparison 1. Resale Monthly Recurring/Non-Recurring Retail 2. Resale Usage/Unbundled Local Switching Retail 3. Other Unbundled Network Elements Access



15. Percent of Accurate and Complete Formatted Mechanized Bills Via EDI or BDT

Definition: The percent of monthly bills sent to the CLECs via the mechanized AEBS process and the paper billing process that are accurate and complete.

Exclusions: None

Business Rules: Billing accuracy is based upon many factors including: totaling, formatting, content and syntax. Both the electronic and paper bill are validated in unison and are not counted separately in the calculation. The EDI disaggregation includes all mechanized bills that are not BDT.

Levels of Disaggregation: • EDI • BDT

Calculation: Report Structure: (# of accurate and complete formatted bills ÷ total bills) * 100

Reported for CLEC, all CLECs and SBC/Ameritech Affiliate.



Benchmark:

99%



16. Percent of Usage Records Transmitted Correctly

Definition: The percent of usage records transmitted correctly on the Daily Usage extract feed.

Exclusions: CLEC-caused errors.

Business Rules: Controls and edits within the billing process uncover certain types of errors that are likely to appear on the usage records. When these errors are uncovered, a new release of the program is written to ensure that the error does not occur again. Thus, an error that is reported in one month should not occur the next month because the billing program error would have been fixed by the next month. The usage records retransmitted due to SBC/Ameritech caused errors are counted in this measure.


Calculation: Report Structure: (# of usage records transmitted correctly ÷ total usage records transmitted) * 100

Reported for CLEC¸ all CLECs¸ and SBC/Ameritech Affiliate.



Benchmark:

95%



17. Billing Completeness

Definition: Percent of on-time service orders (SOs) in both ACIS and CABS that post to Billing within a 30-day billing cycledesignated interval.

Exclusions: • Feature Group A • Feature Group B • Feature Group D • Wireless

Business Rules: On time SOs are SOs that reached “Updated” (3U) status in 19 cycles or less. A SO that was updated in 20 cycles or more has missed at least one bill. Twenty cycles is approximately 30 calendar days. The start date is the date the SO is available for billing and the end date is the date (Update date) the SO reaches the “Updated” status. This time span is measured in cycles. SOs are reported by the month of their Update. A service order is considered completed for Billing when the service order is posted in the Billing systems. Service orders are measured from service order completion in the Ordering system to bill posting in the Billing system. All other orders will be considered on time if posted within the first bill cycle following order completion.

Levels of Disaggregation: None • Lineshare • UNE-P • Resale • All Other Products(UNE, EOI, ULT, EELs)

Calculation: Report Structure: (# of on-time updated SOs in current month ÷ total updated SOs in current month) *100 (# of on time posted billing orders in currentreport month ÷ total billing orders in currentreport month) * 100




Benchmark:

Parity with SBC/Ameritech Retail for UNE-P, Resale, and All Other Products. Parity with SBC/Ameritech Affiliate for the Lineshare disaggregation.



18. Billing Timeliness (Wholesale Bill)

Definition: Billing Timeliness measures the length of time from the wholesale billing date (end of billing period) to the time it is electronically transmitted to the CLEC.

Exclusions: Weekends and Holidays.

Business Rules: The transmission date sent is used to gather the data for the reporting period. The measure compares the transmission date sent of for the bill to the sendtransmission due date. The sendtransmission due date is six business days after the wholesale bill period. For example, a CLEC with a wholesale billing date of Monday the 1st, the transmission due date would be on the following Monday, the 8th assuming no weekday holidays.

Levels of Disaggregation: • ElectronicAEBS. • PaperCABS.

Calculation: Report Structure: (# of bills transmitted on time ÷ total bills released) * 100




Benchmark:

95% within 6th workday for IL, IN, MI, OH, WI. Parity with Ameritech Retail for IL.



19. Daily Usage Feed Timeliness

Definition: Usage information is sent to the CLECs on a daily basis. This usage data must be sent to the CLEC within 6 work days in order to be considered timely.


Business Rules: The measure uses the actual EMI usage records that are sent to the CLECs. Data date is the recording date of the usage and is part of the EMI usage record. Cycle date is the day the Daily Usage file is sent to the CLEC. Cycle date is found on the pack header record of the Daily Usage file.


Calculation: Report Structure: (# of usage records transmitted on time ÷ total usage records) * 100

Reported for CLEC, all CLECs, and SBC/Ameritech Affiliate. Reported on an Ameritech Company basis.


Benchmark: 95% within 6th workday



20. Unbillable Usage

Definition: The percent usage data that is unbillable.

Exclusions: None

Business Rules: The total dollars written off by MEC (Message Error Correction) and the total value ofCABS uncollectable unbillable, unrated AMA messagesdollars are divided by the total billed revenue in the calendar month.


Calculation: Report Structure: (Total unbillable revenue ÷ total billed revenue ) * 100

Reported on an SBC/Ameritech Company basis (aggregated). Company level reporting.





Miscellaneous Administrative

21.1 Average Time Placed on Hold at LSC

Definition: The average time a customer is placed on hold after the LSC has directed the call to a specific person or group.

Exclusions: Weekends and Holidays

Business Rules: This measurement is driven by the SBC/Ameritech call management (ACD) system and accumulates hold time data based on the primary queue. Calls are answered during normal business hours and reported via ACD reporting capabilities.

Levels of Disaggregation: • Resale • UNE • DSL • UNE-P

Calculation: Report Structure: Total time on hold ÷ total calls answered Reported for all calls to the LSC for all CLECs

(aggregated). Company level reporting. Measurement Type:

Tier 1 – None Tier 2 – None




22. Local Service Center (LSC) Grade Of Service (GOS)

Definition: Percent of calls answered by the Local Service Center (LSC) within 20 seconds.


Business Rules: The clock starts when the customer enters the queue and the clock stops when a SBC/Ameritech representative answers the call. The speed of answer is determined by measuring and accumulating the elapsed time from the entry of a CLEC customer call into the SBC/Ameritech call management system queue until the CLEC customer call is transferred to SBC/Ameritech personnel assigned to handling CLEC calls for assistance. Data is accumulated from 12:00 a.m. on the first calendar day to 11:59 p.m. on the last calendar day of the month for the reporting period. LSC Hours of operation are posted on the Internet.

Levels of Disaggregation: • Resale • UNE • DSL • UNE-P

Calculation: Report Structure: # of calls answered by the LSC within a specified period of time ÷ Total calls answered

Reported for LSC, Ameritech and Ameritech Affiliate. and SBC/Ameritech . Reported at the Company level.


Tier 1 None None None None None Tier 2 High High Med High High Benchmark:

Parity with SBC/Ameritech Retail.



New Performance Measure Proposed

22.1 Mechanized Customer Production Support Center (MCPSC) Grade Of Service (GOS)

Definition: Average speed of answer for calls answered by the Mechanized Customer Production Support Center (MCPSC) for the Ameritech region

Exclusions: • Weekends • Holidays • Outside normal business hours as defined in CLEC OnLine

Business Rules: The clock starts when the CLEC enters the queue and the clock stops when an MCPSC representative answers the call. The speed of answer is determined by measuring and accumulating the elapsed time from the entry of a CLEC call into the MCPSC call management system queue until the CLEC call is transferred to MCPSC personnel assigned to handling CLEC calls for assistance. Data is accumulated from 12:00 a.m. on the first calendar day to 11:59 p.m. on the last calendar day of the month for the reporting period.

Levels of Disaggregation: • None

Calculation: Report Structure: Total amount of time between the receipt of a call to the selected regional option for the MCPSC until the call is answered by the SBC representative / Total number of calls to the selected regional option answered by the MCPSC.

Reported for Ameritech only on a regional basis.

Measurement Type:


Benchmark: Diagnostic until the next six-month review.



24.1 Average Time Placed on Hold at LOC

Definition: The average time a customer is placed on hold after the LOC has directed the call to a specific person or group.

Exclusions: Weekends and Holidays

Business Rules: This measurement is driven by the SBC/Ameritech call management (ACD) system and accumulates hold time data based on the primary queue. Calls are answered during normal business hours and reported via ACD reporting capabilities.

Levels of Disaggregation: • Resale • UNE • DSLLineshare

Calculation: Report Structure: Total time on hold ÷ total calls answered Reported for all calls to the LOC for all CLECs

(aggregated) Measurement Type:





25. Local Operations Center (LOC) Grade Of Service (GOS)

Definition: Percent of calls answered by the Local Operations Center (LOC) within 20 seconds.

Exclusions: None

Business Rules: The clock starts when the customer enters the queue and the clock stops when the SBC/Ameritech representative answers the call. The speed of answer is determined by measuring and accumulating the elapsed time from the entry of a CLEC customer call into the SBC/Ameritech call management system queue until the CLEC customer call is transferred to SBC/Ameritech personnel assigned to handling CLEC calls for assistance. Data is accumulated from 12:00 a.m. on the first calendar day to 11:59 p.m. on the last calendar day of the month for the reporting period. LOC hours of operation are posted on the Internet.

Levels of Disaggregation: • DSL Calls • All Other Calls

Calculation: Report Structure: # of calls answered by the LOC within a specified period of time ÷ total calls answered

Reported for LOC, Ameritech, and Ameritech Affiliate. and SBC/Ameritech. Reported at the Company level.


Tier 1 None None None None None Tier 2 High High Med High High

Benchmark:




RESALE POTS AND UNE LOOP AND PORT COMBINATIONS Provisioning - Resale POTS

27. Mean Installation Interval

Definition: Average business days from application date to completion date for N, T, C orders.

Exclusions: • CLEC caused and/or end-user caused misses. • Field Work orders – excludes customer requested due dates beyond the offer date. • No Field Work orders – excluded if order applied for before 3:00 p.m. and the due date

requested is not same day; and if order applied for after 3:00 p.m. and the due date requested is beyond the next business day.

• CIA Centrex excluded if customer requested due dates greater than 5 business days. • Orders that are not N, T, and C orders. • Orders where CLECs are charged expedite charges • UNE-P Orders if included in a project (order >250 lines, circuits and/or telephone numbers,

or mutually agreed to) Business Rules:

The clock starts on the Application Date, which is the day that SBC/Ameritech receives a correct Service Order except in the case of a manually submitted order (facsimile, US Mail, or other hard-copy delivery service), when the clock starts at FOC date/time. The clock stops on the Completion Date, which is the day that SBC/Ameritech personnel complete the service order activity. Orders are included in the month they are postedclosed. There are 2 types of No Field Work orders in the measurement. A) Same Day Due orders (defined as distribution time EQUAL or BEFORE 3:00 p.m. and Application Date = Distribution Date = Due Date;. and B) Next Day Due orders (defined as distribution time AFTER 3:00 p.m. and Application Date = Distribution Date and Due Date is one business day after Application Date. If the order is Same Day Due, then the interval is (Completion – Application Date). If the order is Next Day Due, then the interval is [(Completion – Next Business Day) + 1]. UNE-Ps are also reported at order level. If an order is completed on a Saturday, Sunday, or Holiday, SBC/Ameritech will include that day in the calculation of interval.



Levels of Disaggregation: Geographic (See Appendix Four) POTS • Business class of service

-- Field Work (FW) -- No Field Work (NFW)

• Residence class of service -- Field Work (FW) -- No Field Work (NFW)

• CIA Centrex -- Field Work (FW) --No Field Work (NFW)

UNE-P • Business class of service



Calculation: Report Structure: [Σ(completion date – application date)] / ÷ (Total orders completed)



Benchmark: Resale POTS pParity - between Field Work compared to SBC/Ameritech Retail Field Work (N, T, C order types) and No Field Work compared to SBC/Ameritech Retail No Field Work (N, T, C order types), Business and Residence respectively. UNE-P Parity - between Field Work compared to SBC/Ameritech Retail Field Work (N, T, C order types) and No Field Work compared to SBC/Ameritech Retail No Field Work (N, T, C order types), Business and Residence respectively. CIA Centrex parity between Field Work Parity compared to Ameritech Centrex Field Work (N, T, C order types) and No Field Work compared to a 4-day interval.



28. Percent POTS/UNE-P Installations Completed Within the Customer

Requested Due Date

Definition: Measure of orders completed within the customer requested due date when that date is later than or equal to the offered due date/interval or, if expedited (accepted or not accepted), the date agreed to by SBC/Ameritech. .

Exclusions: • CLEC caused and/or end-user caused misses.

? Field Work orders – excludes customer requested due dates beyond the offer date. ? No Field Work orders – excluded if order applied for before 3:00 p.m.; and the due date requested is not same day; and if order applied for after 3:00 p.m.; and the due date requested is beyond the next business day.

? CIA Centrex excluded if customer requested due dates is greater than 5 business days. • All orders except N, T, and C orders. Orders where CLECs are charged expedite charges • Facility misses as counted in PM 30.

Business Rules: The clock starts on the Application Date, which is the day that SBC/Ameritech receives a correct Service Order. The clock stops on the Completion Date, which is the day that SBC/Ameritech personnel complete the service, order activity. Orders are included in the month they are postedclosed. There are 2 types of No Field Work orders in the measurement. A) Same Day Due orders (defined as distribution time EQUAL or BEFORE 3:00 p.m. and Application Date = Distribution Date = Due Date.; and B) Next Day Due orders (defined as distribution time AFTER 3:00 p.m. and Application Date = Distribution Date and Due Date is one business day after Application Date. If the order is Same Day Due, then the interval is (Completion – Application Date). If the order is Next Day Due, then the interval is [(Completion – Next Business Day) + 1]. UNE-Ps are also reported at order level. If an order is completed on a Saturday, Sunday, or Holiday, SBC/Ameritech will include that day in the calculation of interval. Due dates for Field Work orders are determined by the company offered interval at the time that the order is received, unless an expedite has been accepted by SBC/AmeritechAIT. If the CLEC submits an expedite which is not accepted or the LSR contains an invalid due date, the SBC/AmeritechAIT agreed to due date will be substituted for the customer requested due date and included in this measure. Due dates for No Field Work orders will be the due date requested on the LSR, except that, for a No Field Work order submitted after 3:00 p.m. and the due date requested is the same business day, the due date will be the next business day, unless an expedite has been accepted by SBC/Ameritech.






• CIA Centrex -- Field Work (FW)

-- No Field Work (NFW) UNE-P • Business class of service (Orders included in Projects are excluded)


• Residence class of service (Orders included in Projects are excluded ) -- Field Work (FW)

-- No Field Work (NFW) Projects

-- UNE-P (Orders > 250 lines, circuits and/or telephone numbers, or mutually agreed to)

Calculation: Report Structure: (# of orders installed within the requested interval ÷ total number of orders not subject to exclusions) * 100



Tier 1 High High Med High High Tier 2 High High Med High High



Benchmark: • Resale POTS Field Work Pparity between Field Work compared to SBC/Ameritech Retail

Field Work (N, T, C order types), Business and Residence respectively. • and Resale POTS No Field Work measured against a benchmark of 97%No Field Work

compared to Ameritech Retail No Field Work (N, T, C order types) [determine a benchmark].

• UNE-P Field Work Parity between Field Work compared to SBC/Ameritech Retail Field Work (N, T, C order types), Business and Residence respectively.

• and UNE-P No Field Work compared to Ameritech Retail No Field Work (N, T, C order types) measured against a benchmark of 97%[determine a benchmark]

• CIA Centrex Field Work pParity between Field Work compared to SBC/Ameritech Centrex Field Work (N, T, C order types)

• and CIA Centrex No Field Work compared to 95% within a 5-day interval. • UNE-P Projects - 95% within customer -requested due date.



29. Percent SBC/Ameritech Caused Missed Due Dates

Definition: Percent of N, T, and C orders where installation was not completed by the due date as a result of a SBC/Ameritech caused missed due date.

Exclusions: • Orders that are not N, T, or C. • CLEC caused and/or end-user caused misses excluded from the numerator. • Facility misses as counted in PM 30.

Business Rules: This includes orders completed after the Due Date, due to an SBC/Ameritech reason. This measurement is reported at an order level. UNE-Ps are also reported at an order level. If SBC/Ameritech reschedules the original due date without the consent of the CLEC the original due date will be the one measured against. This measure includes, in both the numerator and denominator, the number of orders canceled after an SBC/Ameritech-caused missed due date.



• Residence class of service -- Field Work (FW)

-- No Field Work (NFW) UNE-P • Business class of service



-- No Field Work (NFW) Calculation: Report Structure:

(# of orders not completed by the due date or canceled after the due date as a result of an SBC/Ameritech cause ÷ total orders plus total orders canceled after the due date as a result of an SBC/Ameritech cause) * 100




Measurement Type: IL IN MI OH WI Tier 1 High High Med High High Tier 2 High High Med High High Tier 1 – None Tier 2 – None

Benchmark: • Resale POTS Field Work Pparity between Field Work compared to SBC/Ameritech

Retail Field Work (N, T, C order types), Business and Residence respectively. • and Resale POTS No Field Work measured against a benchmark of 97%compared to

Ameritech Retail No Field Work (N, T, C order types. • UNE-P Field Work Parity between Field Work compared to SBC/Ameritech Retail Field

Work (N, T, C order types), Business and Residence respectively. • and UNE-P No Field Work compared to Ameritech Retail No Field Work (N, T, C order

types) measured against a benchmark of 97%.



30. Percent SBC/Ameritech Missed Due Dates Due To Lack Of Facilities

Definition: Percent N, T, and C orders with missed committed due dates due to lack of facilities.

Exclusions: • Orders that are not N, T, or C. • No Field Work (NFW) Orders

Business Rules: Includes orders with a completion date that is greater than the due date based on an SBC/Ameritech missed reason code for lack of facilities. This measurement is reported at an order level. UNE-Ps are also reported at an order level.

Levels of Disaggregation: Geographic (See Appendix Four) POTS • Residence class of service

-- all missed orders -- > 30 calendar days

-- > 90 calendar days • Business class of service


-- > 90 calendar days UNE-P (UNE P) • Residence class of service


-- > 90 calendar days • Business class of service


-- > 90 calendar days

Calculation: Report Structure: (# of orders with missed due dates due to lack of facilities ÷ total orders completed) * 100

Reported for CLEC, all CLECs SBC/Ameritech, and SBC/Ameritech Affiliate.

Measurement Type:



IL IN MI OH WI Tier 1 Low Low Med Low Low



Benchmark: • Resale POTS pParity compared to SBC/Ameritech Retail (N, T, and C order types),

Business and Residence respectively. • UNE-P Parity compared to SBC/Ameritech Retail (N, T, Cand C order types),

Business and Residence respectively.



31. Average Delay Days For Missed Due Dates Due To Lack Of Facilities

Definition: Average calendar days from due date to completion date on company missed orders due to lack of facilities.

Exclusions: • Orders that are not N, T, or C. • No Field Work (NFW) Orders.

Business Rules: Includes orders missed due to Company reasons other than lack of facilities that are selected based on the missed reason code. This measurement is reported at an order level. UNE-Ps are also reported at an order level.


Geographic (See Appendix Four) POTS • Business class of service • Residence class of service UNE-P • Business class of service • Residence class of service

Calculation: Report Structure: Σ(Completion date – due date) for company missed orders due to lack of facilities ÷ (total completed orders with a SBC/Ameritech caused missed due date due to lack of facilities)



Benchmark: • Resale POTS Pparity compared to SBC/Ameritech Retail (N, T, and C order types),

Business and Residence respectively. • UNE-P Parity compared to SBC/Ameritech Retail (N, T, and C order types), Business and

Residence respectively.



32. Average Delay Days For SBC/Ameritech Caused Missed Due Dates

Definition: Average calendar days from due date to completion date on company missed orders.

Exclusions: • Orders that are not N, T, or C. • Company delayed orders as a result of lack of facilities.

Business Rules: Includes orders missed due to company reasons other than lack of facilities that are selected based on the missed reason code. This measurement is reported at an order level. UNE-Ps are also reported at an order level.







Calculation: Report Structure:

Σ(Completion date – due date) ÷ (total completed orders with a SBC/Ameritech caused missed due date)


Measurement Type: IL IN MI OH WI Tier 1 Med Med Med Med Med Tier 2 None None None None None Tier 1 – None Tier 2 – None



Benchmark: • Resale POTS Field Work Pparity compared to SBC/Ameritech Retail Field Work (N, T, C

order types), Business and Residence respectively. • and Resale POTS No Field Work Parity compared to SBC/Ameritech Retail No Field

Work (N, T, C order types), Business and Residence respectively. • UNE-P Field Work Parity compared to SBC/Ameritech Retail Field Work (N, T, C order

types), Business and Residence respectively. • and UNE-P No Field Work Parity compared to SBC/Ameritech Retail No Field Work (N,

T, C order types), Business and Residence respectively.



33. Percent SBC/Ameritech Caused Missed Due Dates > 30 days

Definition: Percent of orders where installation was completed greater than 30 calendar days following the due date.

Exclusions: • Orders that are not N, T, or C. • Facility missed orders captured in PM 30.

Business Rules: This includes items completed after the Due Date, due to an SBC/Ameritech reason. This measurement is reported at an order level. UNE-Ps are also reported at an order level.








(# of orders completed greater than 30 calendar days following the due date ÷ total orders completed) * 100


Measurement Type: IL IN MI OH WI Tier 1 Low Low Med Low Low Tier 2 None None None None None IL IN MI OH WI

Tier 1 Med Med Med Med Med Tier 2 None None None None None



Benchmark: • Resale POTS Field Work pParity compared to SBC/Ameritech Retail Field Work (N, T, C

order types), Business and Residence respectively. and • Resale POTS No Field Work Parity compared to SBC/Ameritech Retail No Field Work (N,

T, C order types), Business and Residence respectively. • UNE-P Field Work Parity compared to SBC/Ameritech Retail Field Work (N, T, C order

types), Business and Residence respectively. and • UNE-P No Field Work Parity compared to SBC/Ameritech Retail No Field Work (N, T, C

order types), Business and Residence respectively.



35. Percent Trouble Reports Within 30 Days (I-30) of Installation

Definition: Percent of N, T, C orders that receive a network customer trouble report within 30 calendar days of service order completion.

Exclusions: • Subsequent reports. A subsequent report is a repair report that is received while an existing

repair report is open on the same number. • Disposition codes “11”, “12”, & “13” reports (excludable reports). • Reports caused by customer provided equipment (CPE) or wiring. • Trouble report received on the due date before service order completion. • Orders that are not N, T, or C.

Business Rules: Includes trouble reports received the day after SBC/Ameritech personnel complete the service order through 30 calendar days after completion. The denominator for this measure is the total count of orders posted within the reporting month. However, the denominator will at a minimum be equal to the numerator. The numerator is the number of trouble reports received on or within 30 calendar days after service order completion and closed within the reporting month.. These will be reported in the month they close. This will include troubles taken on the day of completion found to be as a result of a UNE-P conversion.

Levels of Disaggregation: Geographic (See Appendix Four) POTS

• Business class of service -- Field Work (FW) -- No Field Work (NFW)


-- No Field Work (NFW) UNE-P

• Business class of service -- Field Work (FW) -- No Field Work (NFW)




Calculation: Report Structure: Count of initial electronic and manual trouble reports issued on or within 30 calendar days after service order completion ÷ total orders) * 100




Benchmark:

• Resale POTS Field Work pParity compared to SBC/Ameritech Retail Field Work (N, T, C order types), Business and Residence respectively. and

• Resale POTS No Field Work Parity compared to SBC/Ameritech Retail No Field Work (N, T, C order types), Business and Residence respectively.

• UNE-P Field Work Parity compared to SBC/Ameritech Retail Field Work (N, T, C order types), Business and Residence respectively. and

• UNE-P No Field Work Parity compared to SBC/Ameritech Retail No Field Work (N, T, C order types), Business and Residence respectively.




35.1 Percent UNE-P Trouble Reports On the Completion Date

Definition: Percent of C orders for UNE-P conversions that receive an electronic or manual trouble report on the day of completion.

Exclusions: • Subsequent reports. A subsequent report is a repair report that is received while an existing

repair report is open on the same number. • Reports caused by customer provided equipment (CPE) or wiring. • Disposition codes “11”, “12”, & “13” reports (excludable reports).

Business Rules: Includes reports received on the day of completion for UNE-P conversion orders. The denominator for this measure is the total count of UNE-P orders posted within the reporting month. The numerator is the number of trouble reports received at any time on the day of completion. These will be reported the month that the trouble report is closed.

Levels of Disaggregation: ? Geographic

• UNE –P No Field Work (NFW Calculation: Report Structure:

(Count of initial electronic or manual trouble reports received on the day of service order completion ÷ total # of orders) * 100

Reported for POTS Resale by CLEC, all CLECs and SBC/Ameritech


Benchmark:

Diagnostic. The results of this measurement are included in PM 35. Damages and assessments will be paid based on the PM 35 results.



Maintenance - Resale POTS

37. Trouble Report Rate

Definition: The number of customer trouble reports per 100 lines.

Exclusions: • Subsequent reports. A subsequent report is one that is received while an existing repair

report is open. • Reports caused by customer provided equipment (CPE) or wiring. • All disposition codes “11”, “12”, & “13” reports (excludable reports), with the exception of

code 1316, unless the report is taken prior to the completion of the service order. Business Rules:

CLEC and SBC/Ameritech repair reports are entered into and tracked in the WFA or LMOS systems. Reports are counted in the month they are closed.

Levels of Disaggregation: Geographic (See Appendix Four) POTS • Business class of service • Residence class of service UNE-P • Business class of service • Residence class of service

Calculation: Report Structure: [# of customer trouble reports ÷ (total lines in service ÷100)]



Benchmark: • POTS – Parity with SBC/Ameritech Retail, Business and Residence respectively. • UNE-P – Parity with SBC/Ameritech Retail, BusinessResidence and parity with

Ameritech ResidenceBusiness respectively.



37.1 Trouble Report Rate Net of Installation and Repeat Reports

Definition: The number of electronic or manual customer trouble reports per 100 lines.

Exclusions: • Trouble reports caused by customer provided equipment (CPE) or wiring. • All disposition “11”, “12”, and “13” trouble reports (excludable reports). • Trouble reports included in PM 35. • Trouble reports included in PM 41

Business Rules:

CLEC and SBC/AmeritechAIT repair reports are entered into and tracked in the LMOS system. Reports are counted in the month they post to LMOS.

Levels of Disaggregation: Geographic POTS • Business class of service • Residence class of service UNE-P • Business class of service • Residence class of service


[Total number of customer trouble reports ÷ (total lines in service ÷100)](Total number of customer trouble reports net of installation and repeat reports) ÷ (Total lines in service ÷ 100)

Reported for POTS Resale trouble reports by CLEC, all CLECs and SBC/Ameritech.



Benchmark:

• POTS – Parity with SBC/Ameritech Retail, Business and Residence respectively. • UNE-P – Parity with SBC/Ameritech Retail, Business and Residence combined

respectively.



38. Percent Missed Repair Commitments

Definition: Percent of trouble reports not cleared by the commitment time due to SBC/Ameritech reasons.


report is open. • Reports caused by customer provided equipment (CPE) or wiring. • All disposition codes “11”, “12”, & “13” reports (excludable reports).

Business Rules: The negotiated commitment date and time is established when the repair report is received. The cleared time is the date and time that SBC/Ameritech personnel clear the repair activity and complete the trouble report in the work and force systems. If this is after the commitment time, the report is flagged as a “Missed Commitment.”


• Business class of service -- Dispatch -- No Dispatch

• Residence class of service -- Dispatch -- No Dispatch


-- Dispatch -- No Dispatch

• Residence class of service -- Dispatch -- No Dispatch


(# of trouble reports not cleared by the commitment time ÷ total trouble reports) * 100






Benchmark: • POTS – Parity with SBC/Ameritech Retail, Business and Residence respectively. • UNE-P – Parity with SBC/Ameritech Retail, BusinessResidence and parity with Ameritech

BusinessResidence respectively...



39. Receipt To Clear Duration

Definition: Average duration of customer trouble reports from the receipt of the customer trouble report to the time the trouble report is cleared.


report is open. • Reports caused by customer provided equipment (CPE) or wiring. • Disposition codes “11”, “12”, & “13” reports (excludable reports).

Business Rules: The clock starts on the date and time SBC/Ameritech receives a trouble report. The clock stops on the date and time that SBC/Ameritech personnel clear the repair activity and complete the trouble report in WFA or LMOS.




• Business class of service -- Dispatch . Affecting Service . Out of Service -- No Dispatch

. Affecting Service . Out of Service • Residence class of service

-- Dispatch . Affecting Service . Out of Service -- No Dispatch

. Affecting Service . Out of Service



. Affecting Service . Out of Service • Residence class of service


. Affecting Service . Out of Service

Calculation: Report Structure: Σ[(Date and time SBC/Ameritech clears trouble report) - (Date and time trouble report is received)] ÷ Total customer trouble reports






Benchmark: • Resale POTS Dispatch Pparity compared to SBC/Ameritech Retail Dispatch (N, T, C order

types) and • Resale POTS No Dispatch Parity compared to SBC/Ameritech Retail No Dispatch (N, T,

C order types) Business and Residence respectively. • UNE-P Dispatch Parity compared to SBC/Ameritech Retail Dispatch (N, T, C order types)

and • UNE-P No Dispatch Parity compared to SBC/Ameritech Retail No Dispatch (N, T, C

order types), Business and Residence respectively.



40. Percent Out Of Service (OOS) < 24 Hours

Definition: Percent of OOS trouble reports cleared in less than 24 hours.


report is open. • Disposition codes “11”, “12”, & “13” reports (excludable reports). • Affecting Service reports. • Reports caused by customer provided equipment (CPE) or wiring. • No Access. • CLEC extended commitments.

Business Rules: Utilize state specific Business Rule or Standard clock hours as appropriate.


Geographic (See Appendix Four) POTS • Business class of service • Residence class of service UNE-P • Business class of service • Residence class of service

Calculation: Report Structure: (# of OOS trouble reports < 24 hours ÷ total OOS trouble reports) * 100




Benchmark:

• POTS – Parity with SBC/Ameritech Retail, Business and Residence respectively. • UNE-P – Parity with SBC/Ameritech BusinessResidence and parity with Ameritech

BusinessResidence respectively.



41. Percent Repeat Reports

Definition: Percent of customer trouble reports received within 30 calendar days of a previous customer report.


report is open. • Disposition codes “11”, “12”, & “13” reports (excludable reports). • Reports caused by customer provided equipment (CPE) or wiring.

Business Rules: Includes customer trouble reports received within 30 calendar days of an original customer report. When the second report is received in 30 calendar days, the original report is marked as an Original of a Repeat, and the second report is marked as a Repeat. If a third report is received within 30 calendar days, the second report is marked as an Original of a Repeat as well as being a Repeat, and the third report is marked as a Repeat. In this case there would be two repeat reports. If either the original or the second report within 30 calendar days is a measured report, then the second report counts as a Repeat report.


Calculation: Report Structure: (# of network customer trouble reports received within 30 calendar days of a previous customer trouble report ÷ total network customer trouble reports) * 100



Tier 1 High High Med High High Tier 2 High High Med High High Benchmark:

• POTS – Parity with SBC/Ameritech Retail, Business and Residence respectively. • UNE-P – Parity with SBC/Ameritech BusinessResidence and parity with Ameritech

BusinessResidence respectively.



42. Percent No Access (Percent of Trouble Reports with No Access)

Definition: Percentage of dispatched customer trouble reports with a status of “No Access.”


report is open. • Disposition codes “11”, “12”, & “13” reports (excludable reports). • Reports caused by customer provided equipment (CPE) or wiring. • Reports that are not dispatched.

Business Rules: SBC/Ameritech personnel set the “No Access” flag when access cannot be obtained at the customer’s premises. Reports are counted in the month they are closed.


Calculation: Report Structure: (# of trouble reports with a status of “No Access” ÷ Total dispatched customer trouble reports) * 100



Benchmark: • POTS – Parity with SBC/Ameritech Retail, Business and Residence respectively. • UNE-P – Parity with SBC/Ameritech Retail, Business and Residence

respectively.Residence and parity with Ameritech Business.



RESALE SPECIALS AND UNE LOOP AND PORT COMBINATIONS COMBINED BY AMERITECH (EXCLUDES “ACCESS” ORDERS) Provisioning

43. Average Installation Interval

Definition: Average business days from LSR receipt application date to completion date for N, T, and C orders.

Exclusions: • UNE and Interconnection Trunks and Resold POTS. • Orders that are not N, T, or C. • Circuits that have a customer requested Due Date greater than 20 business days. • Official company service from Retail. • Orders where CLECs are charged expedite charges • Service requests involving major projects mutually agreed upon by CLECs and

SBC/Ameritech. For Resale and UNE-P a project is defined as > 250 lines, trunks, circuits, and/or telephone numbers. For Loops, LNP, LSNP, a project is defined as > 100 lines, trunks, circuits, and/or telephone numbers.

• CLEC caused and/or end-user caused misses. Business Rules:

The Application Date is the day that SBC/Ameritech receives the customer initiated service request. The Completion Date is the day that SBC/Ameritech personnel complete the service order activity by circuit. The base of items is out of WFA (Work Force Administration) and it is reported at an item or circuit level. If an order is completed on a Saturday, Sunday, or Holiday, SBC/Ameritech will include that day in the calculation of interval.



Levels of Disaggregation: • Geographic (See Appendix Four) • Resold Specials

− DDS − DS1 − DS3 − Voice Grade Private Line (VGPL) − ISDN BRI − ISDN PRI − Any other services available for resale

• UNE Loop and Port − ISDN BRI − ISDN PRI − Other combinations

Calculation: Report Structure: [ Σ(completion date - application date)] ÷ (Total circuits completed)





Benchmark: Parity with SBC/Ameritech Retail.



44. Percent Specials Installations Completed Within Customer Requested Due Date

Definition: Percent Specials installations completed within the customer requested due date when that date is greater than or equal to the standard offered interval or, if expedited (accepted or not accepted), the date agreed to by SBC/Ameritech.

Exclusions: • UNE and Interconnection Trunks. • Orders that are not N, T, or C. ? Circuits that have a customer requested Due Date greater than 20 business days. • Official Ccompany service from Retail. • Orders where CLECs are charged expedite charges ? Service requests involving major projects mutually agreed upon by CLECs and

SBC/Ameritech. For Resale and UNE-P a project is defined as > 250 lines, trunks, circuits, and/or telephone numbers. For Loops, LNP, LSNP, a project is defined as > 100 lines, trunks, circuits, and/or telephone numbers.

• Facility misses counted in PM 47 • CLEC caused and/or end-user caused misses.

Business Rules: The Application Date is the day that SBC/Ameritech receives the customer initiated service request. The Completion Date is the day that SBC/Ameritech personnel complete the service order activity by circuit. The base of items is out of WFA (Work Force Administration) and it is reported at an item or circuit level. If an order is completed on a Saturday, Sunday, or Holiday, SBC/Ameritech will include that day in the calculation of interval.




• Geographic (See Appendix Four) • Resold Specials


• UNE Loop and Port − ISDN BRI − ISDN PRI

-- Other combinations Calculation: Report Structure:

(# of circuits installed within the customer requested due date ÷ total circuits installed) * 100



IL IN MI OH WI Tier 1 High High Med High High






Definition: Percentage of N, T, and C orders by circuit where installations were not completed by the due date as a result of an SBC/Ameritech caused missed due date.

Exclusions: • UNE and Interconnection Trunks. • Orders that are not N, T, or C. • Official company service from Retail. • Facility misses counted in PM 47. • CLEC caused misses excluded from the numerator.

Business Rules: This includes items completed after the Due Date, due to an SBC/Ameritech reason. The source is WFA (Work Force Administration) and is at an item or circuit level. Specials are selected based on a specific service code off of the circuit ID. This measure includes, in both the numerator and denominator, the number of orders canceled after an SBC/Ameritech-caused missed due date.





(# of circuits with SBC/Ameritech caused missed due dates or canceled after the due date that were caused by SBC/Ameritech ÷ total circuits installed and those canceled after the due date that were caused by SBC/Ameritech) * 100

Reported for CLEC all CLECs, SBC/Ameritech, and SBC/Ameritech Affiliate.









46. Percent Trouble Reports Within 30 Days (I-30) of Installation

Definition: Percent of N, T, and C orders by circuit that receive a network customer trouble report within 30 calendar days of service order completion.

Exclusions: • UNE and Interconnection Trunks. • Orders that are not N, T, or C. • Trouble report received on the due date before service order completion. • Trouble reports that are coded to Customer Premise Equipment (CPE), Interexchange

Carrier/Competitive Access Provider, and Informational • Subsequent reports. A subsequent report is a repair report that is received while an existing

repair report is open on the same number. Business Rules:

A trouble report is counted if it is flagged in WFA (Work Force Administration) as a trouble report that had a service order completion within 30 calendar days. It cannot be a repeat report and must be a measured report. The order flagged against must be an addition in order for the trouble report to be counted. Specials are selected based on a specific service code off of the circuit ID. The denominator for this measure is the total count of orders by circuit posted within the reporting month. However, the denominator will at a minimum be equal to the numerator. The numerator is the number of trouble reports received on or within 30 days after service order completion and closed within the reporting month.




-- Other combinations



Calculation: Report Structure: [# of circuits that receive a network customer trouble report on or within 30 calendar days after service order completion (excluding trouble reports received on the due date) ÷ total circuits installed] * 100




Benchmark:





Definition: Percentage of N, T, and C orders by circuit with missed committed due dates due to lack of facilities.

Exclusions: • UNE and Interconnection Trunks. • Orders that are not N, T, or C.

Business Rules: Includes orders with a completion date that is greater than the due date based on an SBC/Ameritech missed reason code for lack of facilities. This measurement is reported at a circuit level for all specials. Count any unsolicited FOC which modifies the due date as a missed due date.




-- Other combinations NOTE: All the aAbove disaggregations also reported for > 30 calendar days & > 90 calendar days.

Calculation: Report Structure: (# of circuits with missed committed due dates due to lack of facilities ÷ total circuits installed) * 100










48. Average Delay Days for Missed Due Dates Due to Lack Of Facilities

Definition: Average calendar days from due date to completion date on company missed circuits due to lack of facilities.

Exclusions: • UNE and Interconnection Trunks. • Orders that are not N, T, or C.

Business Rules: The calculation iIncludes orders missed due to lack of facilities that are selected based on the missed reason code. The source is WFA (Work Force Administration) and is at an item or circuit level. UNEs are selected based on a specific service code off of the circuit ID.





Σ(Completion date - Committed circuit due date) ÷ (Total completed circuits with SBC/Ameritech caused missed due dates due to lack of facilities)

Reported for CLEC, all CLECs, SBC/Ameritech, and SBC/Ameritech Affiliate. .






Definition: Average calendar days from due date to completion date on company missed circuits.

Exclusions: • UNE and Interconnection Trunks. • Orders that are not N, T, or C. • Facility misses counted in PM 48.

Business Rules: The calculation is the difference in calendar days between the completion date and the due date. The source is WFA (Work Force Administration) and is at an item or circuit level. Specials are selected based on a specific service code off of the circuit ID.





Σ(Completion date – committed circuit due date) ÷ (Total completed circuits with a SBC/Ameritech caused missed due date)



Tier 1 Med Med Med Med Med Tier 2 None None None None None Tier 1 – None

Tier 2 – None Benchmark:





Definition: Percentage of circuits where installation was completed greater than 30 calendar days following the due date.

Exclusions: • CLEC caused and/or end-user caused misses. • UNE and Interconnection Trunks. • Orders that are not N, T, or C.

Business Rules: This includes items completed after the Due Date, due to an SBC/Ameritech reason. This measurement is reported at a circuit level for all Specials.




Calculation: Report Structure: (# of circuits completed greater than 30 days following the due date ÷ total installed circuits) * 100




IL IN MI OH WI Tier 1 Med Med Med Med Med

Tier 2 None None None None None Benchmark:




Maintenance - Resale Specials & UNE Loop and Port Combinations

52. Mean Time To Restore

Definition: Average duration of network customer trouble reports from the receipt of the customer trouble report to the time the trouble report is cleared.

Exclusions: • UNE and Interconnection Trunk. • No Access Time. • Delayed Maintenance Time. • CLEC extended commitments.

Business Rules: The start time is when the customer report is received and the stop time is when the report is closed in WFA. Specials are selected based on a specific service code off of the circuit ID.





Σ[(Date and time trouble report is cleared) - (date and time trouble report is received)] ÷ total network customer trouble reports




Benchmark:





Definition: Percentage of network customer trouble reports received within 30 calendar days of a previous customer report.

Exclusions: UNE and Interconnection Trunk

Business Rules: Includes customer trouble reports received within 30 calendar days of an original customer report. When the second report is received in 30 days, the original report is marked as an Original of a Repeat, and the second report is marked as a Repeat. If a third report is received within 30 days, the second report is marked as an Original of a Repeat as well as being a Repeat, and the third report is marked as a Repeat. In this case there would be two repeat reports. If either the original or the second report within 30 days is a measured report, then the second report counts as a Repeat report.





(# of network customer trouble reports received within 30 calendar days of a previous customer trouble report ÷ total network customer trouble reports) * 100




Benchmark:






54. Failure Frequency

Definition: The number of network customer trouble reports within a calendar month per 100 circuits.

Exclusions: UNE and Interconnection Trunks.

Business Rules: CLEC and SBC/Ameritech repair reports are entered into and tracked via WFA. Measured reports are counted in the month they close.




Calculation: Report Structure: [# of network trouble reports ÷ (Total in service circuits ÷ 100)]






54.1 Trouble Report Rate Nnet of Installation and Rrepeat Reports

Definition: The number of customer trouble reports exclusive of installation and repeat reports within a calendar month per 100 circuits.

Exclusions: • UNE and Interconnection Trunks • Trouble reports coded to Customer Premise Equipment, Interexchange

Carrier/Competitive Access Provider, and Informational • Trouble Reports included in PM 46. • Customer Trouble Reports included in PM 53.

Business Rules:

CLEC and SBC/Ameritech repair reports are entered into and tracked via WFA. Reports are counted in the month they post.




Calculation: Report Structure: [Count of trouble reports exclusive of installation and repeat reports ÷ (Total in-service circuits ÷100)]

Reported by CLEC, all CLECs and SBC/Ameritech.

Measurement Type: IL IN MI OH WI Tier 1 Low Low Med Low Low Tier 2 None None None None None


Tier 2 High High Med High High Benchmark:






UNBUNDLED NETWORK ELEMENTS (UNES) Provisioning

55. Average Installation Interval

Definition: Average business days from application date to completion date for N, T, and C orders. The “X” business days is determined based on quantity of UNE stand-alone loops ordered and the associated standard interval.

Exclusions: • Specials and Interconnection Trunks. • UNE-P captured in the POTS or Specials measurements. • Orders that are not N, T, or C. • CLEC requested due dates greater than “X” business days as set out below. • CLEC caused and/or end-user caused misses. • Orders where CLECs are charged expedite charges • Orders included in Measure 55.2 • Service requests involving major projects mutually agreed upon by CLECs and

SBC/Ameritech. For Loops, LNP, LSNP, a project is defined as > 100 lines, trunks, circuits, and/or telephone numbers.

Business Rules: The Application Date is the day that SBC/Ameritech receives the customer initiated service request. The Completion Date is the day that SBC/Ameritech personnel complete the service order activity. The base of items is out of WFA (Work Force Administration). If an order is completed on a Saturday, Sunday, or Holiday, SBC/Ameritech will include that day in the calculation of interval. For DSL Loop Orders: The Application Date is the day that the CLEC authorizes SBC/Ameritech to provision the DSL based on the loop qualification. If the loop qualification determines that no conditioning is required, SBC/Ameritech will initiate the service order when the loop qualification is returned from SBC/Ameritech engineering but the date the order was received will be the application date. If conditioning is required, Ameritech will reject the order back to the CLEC and wait for a supplement from the CLEC notifying Ameritech of the appropriate action to take. If the CLEC supplements the DSL order, Ameritech will issue the order and the application date will be the date that Ameritech receives the supplement. The Completion Date is the day that Ameritech personnel complete the service order activity. The base of items is out of WFA (Work Force Administration) and it is reported at a circuit level. If an order is completed on a Saturday, Sunday, or Holiday, SBC/Ameritech will include that day in the calculation of interval.



Levels of Disaggregation: Geographic (See Appendix Four) • 2 Wire Analog (1-10) • 2 Wire Analog (11-20) • 2 Wire Analog (20+) • 2 Wire Digital (1-10) • 2 Wire Digital (11-20) • 2 Wire Digital (20+) • DS1 loop (includes PRI) • Switch Ports – Analog Port • Switch Ports – BRI Port (1-50) • Switch Ports – BRI Port (50+) • Switch Ports – PRI Port (1-20) • Switch Ports – PRI Port (20+) • DS1 Trunk Port (1 to 10) • DS1 Trunk Port (11 to 20) • DS1 Trunk Port (20+) • Dedicated Transport (DS0, DS1, and DS3) (1 to 10) • Dedicated Transport (DS0, DS1, and DS3) (11 to 20) • Dedicated Transport (DS0, DS1, and DS3) (20+) and all other types • UNE-OCN • DS3-Loop only • DSL Loops requiring conditioning

-- Line Sharing -- No Line Sharing

• DSL Loops requiring no conditioning -- Line Sharing -- No Line Sharing

• Broadband DSL -- Line Sharing -- No Line Sharing

• EELs -- 2 wire analog -- 4 wire analog -- Digital -- Transport

Calculation: Report Structure: [Σ(Completion Date – Application Date)] ÷ (Total items completed)





Benchmark: The standard offered interval is defined in business days as follows:

• 2 Wire Analog (1-10) – 3 Days • 2 Wire Analog (11-20) – 7 Days • 2 Wire Analog (20+) – 10 Days • 2 Wire Digital (1-10) – 3 Days • 2 Wire Digital (11-20) – 7 Days • 2 Wire Digital (20+) – 10 Days • DS1 loop(includes PRI) – 3 Days • Switch Ports – Analog Port – 2 Days • Switch Ports – BRI Port (1-50) – 3 Days • Switch Ports – BRI Port (50+) – 5 Days • Switch Ports – PRI Port (1-20) – 5 Days • Switch Ports – PRI Port (20+) – 10 Days • DS1 Trunk Port (1 to 10) – 3 Days • DS1 Trunk Port (11 to 20) – 5 Days • DS1 Trunk Port (20+) – ICB • Dedicated Transport (DS0, DS1, and DS3) (1 to 10) – 3 Days • Dedicated Transport (DS0, DS1, and DS3) (11 to 20) – 5 Days • Dedicated Transport (DS0, DS1, and DS3) (20+) and all other types – ICB

IN, MI, OH and WI require a benchmark for an average. IL requires parity.

• DSL Loops requiring conditioning -- Line Sharing - Parity -- No Line Sharing– 10 Business Day; Critical z-value applies.

• DSL Loops requiring no conditioning -- Line Sharing - Parity

-- No Line Sharing - 5 Business Days; Critical z-value applies Non-Conditioned Loops with no line sharing – 5 Business Days. Critical z-value applies. Conditioned Loops with no line sharing – 10 Business Days. Critical z-value applies. Loops with line sharing – Parity. Loops with no line sharing – 5 Business Days • UNE-OCN (Diagnostic) • DS3-Loop only (Diagnostic) • Broadband DSL

-- Line Sharing - Parity -- No Line Sharing - 5 Business Days • EELs (Diagnostic)

-- 2 wire analog -- 4 wire analog -- Digital -- Transport



Delete Measure-move contents to PM 55

55.1 Average Installation Interval - DSL

Definition: Average business days from application date to completion date for N, T, and C orders.

Exclusions: ? Orders that are not N, T, or C. ? CLEC requested due dates greater than the offered interval. ? CLEC caused misses. ? Orders where CLECs are charged expedite charges

Business Rules: The Application Date is the day that the CLEC authorizes Ameritech to provision the DSL based on the loop qualification. If the loop qualification determines that no conditioning is required, Ameritech will initiate the service order when the loop qualification is returned from Ameritech engineering but the date the order was received will be the application date. If conditioning is required, Ameritech will reject the order back to the CLEC and wait for a supplement from the CLEC notifying Ameritech of the appropriate action to take. If the CLEC supplements the DSL order, Ameritech will issue the order and the application date will be the date that Ameritech receives the supplement. The Completion Date is the day that Ameritech personnel complete the service order activity. The base of items is out of WFA (Work Force Administration) and it is reported at a circuit level. If an order is completed on a Saturday, Sunday, or Holiday, Ameritech will include that day in the calculation of interval.

Levels of Disaggregation: Geographic (See Appendix Four) Loops requiring conditioning

? Line Sharing ? No Line Sharing

Loops requiring no conditioning ? Line Sharing

? No Line Sharing Broadband DSL ? Line Sharing ? No Line Sharing

Calculation: Report Structure: [Σ(Completion Date – Application Date)] ÷ (Total items completed)

Reported for CLEC, all CLECs, Ameritech, and Ameritech Affiliate.





Benchmark:

? Non-Conditioned Loops with no line sharing– 5 Business Days. Critical z-value applies. ? Conditioned Loops with no line sharing – 10 Business Days. Critical z-value applies. ? Loops with line sharing – Parity. ? Loops with no line sharing – 5 Business Days.



55.2 Average Installation Interval for Loop With LNP

Definition: Average business days from the receipt of an accurate LSR to completion date for N, T, and C orders excluding customer caused misses and customer requested due date greater than “X” business days. The “X” business days is determined based on quantity of UNE loops ordered and the associated standard interval.

Exclusions: • Specials and Interconnection Trunks • UNE-P captured in the POTS or Specials measurements • Orders that are not N, T, or C • Customer requested due dates greater than “X” business days. X is defined as follows:

Std. Interval “X” Days Non-CHC Excluding FDT

§ Loop with LNP (1-10) – 3 days 4 days § Loop with LNP (11-20) – 7 days 8 days § Loop with LNP (21+) – 10 days 11 days

CHC § Loop with LNP (1-10) – 5 days 6 days § Loop with LNP (11-20) – 7 days 8 days § Loop with LNP (21+-24) 10 days 11 days

FDT § Loop with LNP (1-10) – 5 days 6 days § Loop with LNP (11-20) – 7 days 8 days § Loop with LNP (21+-24) – 10 days 11 days

• CLECCustomer caused and/or end-user caused misses • NPAC caused delays unless caused by SBC/Ameritech • Orders where CLECs are charged expedite charges • Service requests/order involving major projects mutually agreed upon by CLECs and

SBC/Ameritech. For Loop with LNP, a project is defined as >100 lines, circuits and/or telephone numbers.



Business Rules: The start time is the date of the receipt of an accurate LSR. The Completion Date is the day that SBC/Ameritech personnel complete the service order activity. From an interval perspective, an LSR received before 3PM is considered to be received on that day, an LSR received after 3PM is considered to be received the next day. The base of items is out of WFA (Work Force Administration) and it is reported at an order level to account for different measurement standards based on the number of circuits per order. If an order is completed on a Saturday, Sunday, or Holiday, SBC/Ameritech will include that day in the calculation of interval. For partial LNP conversions that require restructuring of customer account: • 1-30 TNs: Add one additional day to the FOC interval. The LNP due date intervals will

continue to be three business days and five business days from the receipt of the FOC depending on whether the NXX has been previously opened or is new.

• >30 TNs, including entire NXX: The due dates are negotiated.

Levels of Disaggregation: Geographic (See Appendix Four)

CHC

§ Loop with LNP (1-10) § Loop with LNP (11-20) § Loop with LNP (21+-24)

Non CHC Excluding FDT § Loop with LNP (1-10) § Loop with LNP (11-20) § Loop with LNP (21+)

FDT § Loop with LNP (1-10) § Loop with LNP (11-20) § Loop with LNP (21+-24)

Calculation: Report Structure: [ Σ(completion date – application date)] ÷ (Total number of orders completed)








55.3 Percent xDSL-Capable Loop Orders Requiring the Removal of Load Coils and or Repeaters.

Definition: The percentage of all xDSL-capable loops, greater than 12,000 feet (based on designed loop makeup information), ordered that require the removal of load coils or repeaters to provision xDSL services.

Exclusions: § Loops under 12,000 feet § Loops conditioned through the FMOD process

Business Rules:

The percentage of all orders for xDSL-capable loops where the removal of load coils or repeaters has been requested by the CLEC. This PM is measuring loops conditioned based on pre-qualification data rather than loop conditioning required by the FMOD process. In other words, loops that are conditioned through the FMOD process SHOULD NOT be counted in this measure.

Levels of Disaggregation: • Loops between 12,000 feet and 17,500 feet • Loops over 17,500 feet

Calculation: Report Structure: [ Σ(number of xDSL-capable loops requesting the removal of load coils or repeaters] ÷ (Total number of orders for xDSL-capable loops UNEs completed) * 100

Reported for CLEC, all CLECs, and SBC/Ameritech DSL Affiliate., and all CLECs.

Measurement Type: Tier 1 – None


Diagnostic



56. Percent Installations Completed Within Customer Requested Due Date

Definition: Percent installations completed within customer requested due date when that date is later than or equal to the standard offered interval as defined in the CLEC manual or, if expedited (accepted or not accepted), the date agreed to by SBC/Ameritech.

Exclusions: • Specials and Interconnection Trunks. • UNE-P captured in the POTS or Specials measurements. • Orders that are not N, T, or C. • CLEC caused and/or end-user caused misses. • Orders where CLECs are charged expedite charges • Orders included in Measurement 56.1 • Facility misses counted in PM 60.

Business Rules: The Application Date is the day that SBC/Ameritech receives the customer initiated service request. The Completion Date is the day that SBC/Ameritech personnel complete the service order activity. The base of items is out of WFA (Work Force Administration). If an order is completed on a Saturday, Sunday, or Holiday, SBC/Ameritech will include that day in the calculation of interval.



Levels of Disaggregation: • Geographic (See Appendix Four) • 2 Wire Analog (1-10) • 2 Wire Analog (11-20) • 2 Wire Analog (20+) • 2 Wire Digital (1-10) • 2 Wire Digital (11-20) • 2 Wire Digital (20+) • DS1 loop (includes PRI) • Switch Ports – Analog Port • Switch Ports – BRI Port (1-50) • Switch Ports – BRI Port (50+) • Switch Ports – PRI Port (1-20) • Switch Ports – PRI Port (20+) • DS1 Trunk Port (1 to 10) • DS1 Trunk Port (11 to 20) • DS1 Trunk Port (20+) • Dedicated Transport (DS0, DS1, and DS3) (1 to 10) • Dedicated Transport (DS0, DS1, and DS3) (11 to 20) • Dedicated Transport (DS0, DS1, and DS3) (20+) and all other types • DSL loops with no Line Sharing

– Non Conditioned – 5 Days – Conditioned – 10 Days

• DSL loops with Line Sharing Parity with ASI – Non Conditioned – Conditioned

• UNE Loop Projects (Service requests/orders with >100 lines, circuits and/or telephone numbers, or mutually agreed to) – all orders included in the Projects disaggregation are excluded from any other disaggregations.

• UNE-OCN • DS3-Loop only • Broadband DSL

– Line Sharing – No Line Sharing

• EELs ? --– 2 wire analog ? --– 4 wire analog ? --– Digital ? --– Transport

Calculation: Report Structure: (# of items installed within the customer requested due date ÷ total items) * 100






95% within “X” days = IN, MI, OH, WI; IL requires parity. The standard offered interval (X) is defined in business days as follows:

• 2 Wire Analog (1-10) – 3 Days • 2 Wire Analog (11-20) – 7 Days • 2 Wire Analog (20+) – 10 Days • 2 Wire Digital (1-10) – 3 Days • 2 Wire Digital (11-20) – 7 Days • 2 Wire Digital (20+) – 10 Days • DS1 loop(includes PRI) – 3 Days • Switch Ports – Analog Port – 2 Days • Switch Ports – BRI Port (1-50) – 3 Days • Switch Ports – BRI Port (50+) – 5 Days • Switch Ports – PRI Port (1-20) – 5 Days • Switch Ports – PRI Port (20+) – 10 Days • DS1 Trunk Port (1 to 10) – 3 Days • DS1 Trunk Port (11 to 20) – 5 Days • DS1 Trunk Port (20+) – ICB • Dedicated Transport (DS0, DS1, and DS3) (1 to 10) – 3 Days • Dedicated Transport (DS0, DS1, and DS3) (11 to 20) – 5 Days • Dedicated Transport (DS0, DS1, and DS3) (20+) and all other types – ICB • DSL loops with no Line Sharing

o Non Conditioned – 5 Days o Conditioned – 10 Days

• DSL loops with Line Sharing Parity with SBC/Ameritech AffiliateSI • UNE Loop Projects – As negotiated/ICB • UNE-OCN (Diagnostic) • DS3-Loop only (Diagnostic) • Broadband DSL

o -- Line Sharing Parity with SBC/Ameritech Affiliate o -- No Line Sharing 5%

• EELs - Diagnostic o -- 2 wire analog o -- 4 wire analog o -- Digital o -- Transport



56.1 Percent Installations Completed Within the Customer Requested Due Date for Loop With LNP

Definition: Percent installations completed within the customer requested due date when that date is greater than or equal to the standard offered interval as defined in the CLEC manual or, if expedited (accepted or not accepted), the date agreed to by SWBTSBC/Ameritech.

Exclusions: • Specials and Interconnection Trunks. • UNE-P captured in the POTS or Specials measurements. • Orders that are not N, T, or C. • CLECCustomer caused and/or end-user caused misses. • NPAC caused delays unless caused by SWBTSBC/Ameritech.

Business Rules:

The start time is the date of the receipt of an accurate LSR. The Completion Date is the day that SWBT SBC/Ameritech personnel complete the service order activity. If the CLEC submits the LSR prior to 3:00 p.m. the CLEC may request a 3-day interval. If the LSR is submitted after 3:00 p.m. the CLEC can request a 4-day interval. The base of items is out of WFA (Work Force Administration) and it is reported at an order level to account for different measurement standards based on the number of circuits per order.

For partial LNP conversions that require restructuring of customer account: • 1-30 TNs: Add one additional day to the FOC interval. The LNP due date intervals will

continue to be three business days and five business days from the receipt of the FOC depending on whether the NXX has been previously opened or is new.

• >30 TNs, including entire NXX: The due dates are negotiated.



Levels of Disaggregation: • Aggregate

? -- Loop with LNP (1-10) ? -- Loop with LNP (11-20) ? -- Loop with LNP (>20)

• CHC - Diagnostic ? -- Loop with LNP (1-10) ? -- Loop with LNP (11-20) ? -- Loop with LNP (>2021-24)

• FDT – Diagnostic ? -- Loop with LNP (1-10) ? -- Loop with LNP (11-20) ? -- Loop with LNP (>2021-24)

• Projects ? -- Loop with LNP (Service request/order with >100 lines, circuits and/or telephone

numbers, or mutually agreed to) – all service requests/orders included in the Projects disaggregation are excluded from any other disaggregation.


Count of N, T, C orders installed within customer requested due date ÷ total N, T, C orders excluding those requested earlier than the standard offered interval) * 100

Reported for CLEC and all CLECs.



Benchmark:

95% within the customer requested due date for Aggregate and Projects only. CHC and FDT are provided on a diagnostic basis and are not subject to damages or assessments.




Definition: Percentage of items where installations are not completed by the negotiated due date.

Exclusions: • Specials and Interconnection Trunks. • UNE-P captured in the POTS or Specials measurements. • Orders that are not N, T, or C. • CLEC caused misses excluded from the numerator. • Orders included in CLEC WI 11 – FMOD Missed Due Dates • Facility misses counted in PM 60.

Business Rules: This includes items completed after the Due Date, due to an SBC/Ameritech reason. This measurement is reported at a circuit level for all UNEs. Count any unsolicited FOC which modifies the due date as a missed due date. The number of items on orders canceled after an SBC/Ameritech-caused missed due date is included in both the numerator and denominator



Levels of Disaggregation: • Geographic (See Appendix Four) • 8.0 dB Loops

-- With Test Access -- Without Test Access

• BRI Loop With Test Access • ISDN BRI Port • DS1 Loop

-- With Test Access • Dedicated Transport

-- DS1 -- DS3

• Subtending Channel -- 23B -- 1D

• Analog Trunk Port • Subtending Digital Direct Combination Trunks • Dark Fiber • DSL Loops


• Broadband DSL -- Line Sharing

-- No Line Sharing • UNE-OCN • DS3-Loop only • EELs


Calculation: Report Structure: (# of UNEs with missed due dates and the number of UNEs canceled after the due date as result of an SBC/Ameritech cause ÷ total items installed and total items canceled as result of an SBC/Ameritech cause) *100




Measurement Type:

IL IN MI OH WI Tier 1 High High Med High High Tier 2 High High Med High High


Benchmark: Parity: Retail Comparison:

• 8.0 dB Loops POTS (Res and /Bus combined and FW) -- With Test Access -- Without Test Access NOTE: The Ameritech comparable to the 8dB loop with test access is the basic

2-wire POTS loop. Acceptable dB level varies by state • BRI Loop With Test Access ISDN BRI • ISDN BRI Port ISDN BRI • DS1 Loop DS1 & ISDN PRI


-- DS1 DS1 -- DS3 DS3

• Subtending Channel -- 23B DDS -- 1D DDS

• Analog Trunk Port VGPL • Subtending Digital Direct

Combination Trunks VGPL • Dark Fiber DS3 • DSL Loops

-- Line Sharing Parity with /SBC/Ameritech Affiliate -- No Line Sharing 5% (No critical z-value applies)

• Broadband DSL -- Line Sharing Parity with /SBC/Ameritech Affiliate -- No Line Sharing 5% (No critical z-value applies)

• UNE-OCN (Diagnostic) • DS3-Loop only (Diagnostic) • EELs (Diagnostic)

-- -- 2 wire analog -- -- 4 wire analog -- -- Digital -- -- Transport



59. Percent Trouble Reports Within 30 Days (I-30) of Installation,

Definition: Percentage of UNE items that receive a network customer trouble report within 30 calendar days of service order completion.

Exclusions: • Specials and Interconnection Trunks. • Trouble tickets coded to Non-measured reports (CPE, Interexchange Carrier/Competitive

Access Provider, and Information reports). • UNE-P captured in the POTS or Specials measurements. ? Trouble report received on the due date before service order completion. • Orders that are not N, T, or C. • PTRs as defined in PM 115.1 • Excludes DSL (Line Share/No Line Share)loops > 12k ft with load coils, repeaters, and/or

excessive bridged taps (as indicated on the loop qual) for which the CLEC has not authorized conditioning and those load coils, repeaters and bridged taps are determined to be the cause of the trouble.Excludes DSL loops > 12Kf with load coils, repeaters, and/or excessive bridged tap for which the CLEC has not authorized conditioning unless coded to the Central Office.

Excludes trouble reports for DSL stand alone loops caused by the lack of loop acceptance testing between CLEC and SBC/Ameritch due to CLEC reasons on the due date, where CLEC has requested acceptance testing... Excludes trouble reports caused by lack of digital test capabilities on 2-wire BRI and IDSL

capable loops where acceptance testing is available and not selected by the CLEC. • Subsequent reports. A subsequent report is a repair report that is received while an existing

repair report is open on the same circuitnumber. Business Rules:

A trouble report is counted if it is received within 30 calendar days of a service order completion.. The service order which generated the report must be an “add” in order for the trouble report to be counted. UNEs are selected based on a specific service code off of the circuit ID. This measurement is reported at a circuit level for all UNEs. The denominator for this measure is the total count of orders by circuit posted within the reporting month. However, the denominator will at a minimum be equal to the numerator. The numerator is the number of trouble reports received on or within 30X days after service order completion and closed within the reporting month.







-- DS1 -- DS3


• Analog Trunk Port • Subtending Digital Direct Combination Trunks • Dark Fiber • UNE-OCN • DS3-Loop only • DSL Loops



-- No Line Sharing • EELs


Calculation: Report Structure: (# of UNE circuits that receive a network customer trouble report within 30 calendar days of service order completion ÷ total UNE circuitsitems installed ) * 100










-- DS1 DS1 -- DS3 DS3



Combination Trunks VGPL • Dark Fiber DS3 • DSL Loops


• Broadband DSL -- Line Sharing Parity with /SBC/Ameritech Affiliate -- No Line Sharing 6% (No critical z-value applies)

• UNE-OCN (Diagnostic) • DS3-Loop only (Diagnostic) • EELs (Diagnostic)





Definition: Percentage of items with missed committed due dates due to lack of facilities.

Exclusions: • Specials and Interconnection Trunks. • UNE-P captured in the POTS or Specials measurements. • Orders included in CLEC WI 11 – FMOD Missed Due Dates • Orders that are not N, T, or C.

Business Rules:

Includes orders with a completion date that is greater than the due date based on an SBC/Ameritech missed reason code for lack of facilities. This measurement is reported at a circuit level for all UNEs. Count any unsolicited FOC which modifies the due date as a missed due date.




• Geographic (See Appendix Four) • 8.0 dB Loops




-- DS1 -- DS3






NOTE: All tThe above disaggregations are reported for > 30 calendar days & > 90 calendar days

Calculation: Report Structure: (# of UNEs with missed committed due dates due to lack of facilities ÷ total items installed) * 100











-- DS1 DS1 -- DS3 DS3



Combination Trunks VGPL • Dark Fiber DS3 • UNE-OCN (Diagnostic) • DS3-Loop only (Diagnostic) • DSL Loops


• Broadband DSL -- Line Sharing Parity with SBC/Ameritech Affiliate -- No Line Sharing 6% (No critical z-value applies)

• EELs (Diagnostic) -- 2 wire analog -- 4 wire analog -- Digital -- Transport



61. Average Delay Days for Missed Due Dates Due To Lack Of Facilities

Definition: Average calendar days from due date to completion date on company missed items due to lack of facilities.

Exclusions: • Specials and Interconnection Trunks. • UNE-P captured in the POTS or Specials measurements. • Orders that are not N, T, or C. • Orders included in CLEC WI 1 – FMOD Average Delay

Business Rules: The calculation is the difference in calendar days between the completion date and the due date. Includes orders missed due to lack of facilities that are selected based on the missed reason code. The source is WFA (Work Force Administration) and is at an item or circuit level. UNEs are selected based on a specific service code off of the circuit ID.




• Geographic (See Appendix Four) • 8.0 dB Loops




-- DS1 -- DS3





-- No Line Sharing • EELS


Calculation: Report Structure: Σ(Completion date - UNE(8db loops are measured at the order level) due date) ÷ (total closed items with SBC/Ameritech caused missed due dates due to lack of facilities)

Reported for CLEC, all CLECs, SBC/Ameritech, and SBC/Ameritech Affiliate. .








-- DS1 DS1 -- DS3 DS3



Combination Trunks VGPL • Dark Fiber DS3 • UNE-OCN (Diagnostic) • DS3-Loop only (Diagnostic) • DSL Loops Parity w/Ameritech Affiliate

-- Line Sharing Parity with /SBC/Ameritech Affiliate -- No Line Sharing 6.5 days

• Broadband DSL -- Line Sharing Parity with SBC/Ameritech Affiliate -- No Line Sharing 6.5 days (No critical z-value applies)





Definition: Average calendar days from due date to completion date on company missed items.

Exclusions: • Specials and Interconnection Trunks. • UNE-P captured in the POTS or Specials measurements. • Orders that are not N, T, or C. • Orders included in CLEC WI 1 – FMOD Average Delay • Orders counted in PM 61.

Business Rules: The calculation is the difference in calendar days between the completion date and the due date. The source is WFA (Work Force Administration) and is at an item or circuit level. UNEs are selected based on a specific service code off of the circuit ID.







-- DS1 -- DS3






Calculation: Report Structure: ∑(Completion date – UNE due date ÷ (total closed items with SBC/Ameritech caused missed due dates)


Measurement Type: IL IN MI OH WI Tier 1 Med Med Med Med Med Tier 2 None None None None None Tier 1 – None Tier 2 – None







-- DS1 DS1 -- DS3 DS3




-- Line Sharing Parity with /SBC/Ameritech Affiliate • -- No Line Sharing 6.5 days% (No critical z-value applies) • Broadband DSL

-- Line Sharing Parity with SBC/Ameritech Affiliate -- No Line Sharing 6.5 days (No critical z-value applies)





Definition: Percentage of items where installation was completed greater than 30 days following the due date.

Exclusions: • Specials and Interconnection Trunks. • CLEC caused misses.

Business Rules: This includes items completed after the Due Date, due to an SBC/Ameritech reason. This measurement is reported at a circuit level for all UNEs. Count any unsolicited FOC which modifies the due date as a missed due date.







-- DS1 -- DS3






Calculation: Report Structure: (# of UNEs completed greater than 30 calendar days following the due date ÷ total items) * 100





Tier 2 None None None None None







-- DS1 DS1 -- DS3 DS3



Combination Trunks VGPL • Dark Fiber DS3 • UNE-OCN (Diagnostic) • DS3-Loop only (Diagnostic) • DSL Loops Parity with /SBC/Ameritech Affiliate


• Broadband DSL -- Line Sharing Parity with SBC/Ameritech Affiliate -- No Line Sharing 6% (No critical z-value applies)


-



Maintenance - Unbundled Network Elements

65. Trouble Report Rate

Definition: The number of network customer trouble reports within a calendar month per 100 UNEs.

Exclusions: • Specials and Interconnection Trunks. • Trouble tickets that are coded to Non-measured reports (CPE, Interexchange

Carrier/Competitive Access Providers, and Information reports). • PTRs as defined in PM 115.1 Excludes trouble report received on the due date before service order completion. • UNE-P captured in the POTS or Specials measurements. • Excludes DSL (Line Share/No Line Share)loops > 12k ft with load coils, repeaters,

and/or excessive bridged taps (as indicated on the loop qual) for which the CLEC has not authorized conditioning and those load coils, repeaters and bridged taps are determined to be the cause of the trouble.Excludes DSL loops > 12Kf with load coils, repeaters, and/or excessive bridged tap for which the CLEC has not authorized conditioning unless coded to the Central Office.

Excludes trouble reports for DSL stand alone loops caused by the lack of loop acceptance testing between CLEC and SBC/Ameritech due to CLEC reasons on the due date, where acceptance tested was requested.

Excludes trouble reports caused by lack of digital test capabilities on 2-wire BRI and

IDSL capable loops where acceptance testing is available and not selected by the CLEC.

Business Rules:

Repair reports are entered into and tracked via WFA. Reports are counted in the month they close.







-- DS1 -- DS3




• Interconnection Trunks • Broadband DSL



Calculation: Report Structure: [# of network trouble reports ÷ (Total UNEs in service ÷ 100)]






• 8.0 dB Loops POTS (Bus) -- With Test Access -- Without Test Access NOTE: The Ameritech comparable to the 8dB loop with test access is the basic



-- DS1 DS1 -- DS3 DS3




-- Line Sharing Parity wwith /SBC/Ameritech Affiliate

-- No Line Sharing 3% (No critical z-value applies) • Interconnection Trunks Inter-office Trunks • Broadband DSL





65.1 Trouble Report Rate Net of Installation and Repeat Reports

Definition: The number of customer trouble reports exclusive of installation and repeat reports within a calendar month per 100 UNEs.

Exclusions: • Specials and Interconnection Trunks. • UNE-P Combos captured in the POTS or Specials measurements. • Trouble tickets that are coded top CPECustomer Premise Equipment, Interexchange

Carrier/Competitive Access Provider, and Information reports.al • Excludes PTRs as defined in PM 115.1. • Excludes any Ttrouble reports counted in PM 59 or PM 69. Excludes trouble report received on the due date before service order completion. • Excludes DSL (Line Share/No Line Share)loops > 12k ft with load coils, repeaters, and/or

excessive bridged taps (as indicated on the loop qual) for which the CLEC has not authorized conditioning and those load coils, repeaters and bridged taps are determined to be the cause of trouble.

Excludes trouble reports for DSL stand alone loops caused by the lack of loop acceptance testing between CLEC and SBC/Ameritech due to CLEC reasons on the due date, where CLEC has requested acceptance testing.. .

Business Rules: Repair reports are tracked by trouble ticket type. Reports are counted in the month they closepost.







-- DS1 -- DS3





? -- No Line Sharing • EELs


Calculation: Report Structure: [Count of trouble reports less installation and repeat reports ÷ (Total UNEs in service ÷ 100)]

Reported for CLEC, all CLECs and SWBT and SWBSBC/Ameritech and SBC/Ameritech aAffiliates.






• 8.0 dB Loops POTS (Bus) -- With Test Access -- Without Test Access NOTE: The Ameritech comparable to the 8dB loop with test access is the basic



-- DS1 DS1 -- DS3 DS3





? Interconnection Trunks Inter-office Trunks • Broadband DSL





66. Percent Missed Repair Commitments

Definition: Percentage of trouble reports not cleared by the commitment time due to SBC/Ameritech reasons.

Exclusions: • Specials and Interconnection Trunks. • All UNE-PCombos (other than 8dB loops) captured in the POTS or Specials

measurements. • Non-measured reports (CPE, Interexchange, and Information reports). • No Access Time for Wholesale and No Access tickets for Retail. • CLEC extended commitments.

Business Rules: The commitment time is defined as 24 hours. If the cleared date and time minus the receive date

and time > 24 hours, it counts as a trouble report that missed the repair commitment. UNEs are selected based on a specific service code off of the circuit ID. Reports are counted the month they are closed.

Levels of Disaggregation: • Geographic (See Appendix Four) • 2-Wire Analog 8dB Loop. • DSL Line Sharing • Broadband DSL


Calculation: Report Structure: (# of trouble reports not cleared by the commitment time for company reasons ÷ total trouble reports)

* 100




Benchmark:

• Parity with SBC/Ameritech POTS Business for 2-Wire Analog 8dB Loop. • Parity with SBC/Ameritech Affiliate for DSL line sharing and no line sharing ?



67. Mean Time To Restore

Definition: Average duration of network CLEC trouble reports from the receipt of the CLEC trouble report to the time the trouble report is cleared.

Exclusions: • Specials and Interconnection Trunks. • Trouble tickets that are coded to to Non-measured reports (CPE, Interexchange

Carrier/Competitive Access Provider, and Information reports). • No Access Time for Wholesale and No Access tickets for Retail. • CLEC extended commitments. • Delayed Maintenance Time. • UNE-Ps captured in the POTS or Specials measurements. • PTRs as defined in PM 115.21. Excludes trouble report received on the due date before service order completion. • Excludes DSL (Line Share/No Line Share)loops > 12k ft with load coils, repeaters, and/or

excessive bridged taps (as indicated on the loop qual) for which the CLEC has not authorized conditioning and those load coils, repeaters and bridged taps are determined to be the cause of trouble.

Excludes trouble reports for DSL stand alone loops caused by the lack of loop acceptance testing between CLEC and SBC/Ameritech due to CLEC reasons on the due date, where CLEC has requested acceptance testing.

Business Rules:

The start time is when the report is received. The stop time is when the report is cleared in WFA.







-- DS1 -- DS3






NOTE: All the aAbove disaggregations also reported for Dispatch and No Dispatch

Calculation: Report Structure: Σ[(Date and time trouble report is cleared) - (date and time trouble report is received)] ÷ total network customer trouble reports


Measurement Type:






• 8.0 dB Loops -- Dispatched POTS (Res and /Bus combined and FW) -- With Test Access -- Without Test Access

• 8.0 dB Loops – Non-Dispatched POTS (Res and /Bus combined and NFW) -- With Test Access -- Without Test Access NOTE: The Ameritech comparable to the 8dB loop with test access is the basic



-- DS1 DS1 -- DS3 DS3




-- Line Sharing Parity with /SBC/Ameritech Affiliate -- No Line Sharing 9 Hours (No critical z-value applies)

• Broadband DSL -- Line Sharing Parity with /SBC/Ameritech Affiliate

-- No Line Sharing 9 Hours (No critical z-value applies) • EELs (Diagnostic)




68. Percent Out Of Service (OOS) < “24” Hours

Definition: Percentage of OOS trouble reports cleared in less than 24 hours.

Exclusions: • Specials and Interconnection Trunks. • All UNE-PCombos (other than 8dB loops) captured in the POTS or Specials

measurements. • Non-measured reports (CPE, Interexchange, and Information reports). • No Access Time for Wholesale and No Access tickets for Retail. • CLEC extended commitments.

Business Rules: The close date and time minus the receive date and time must be greater than 0 and less than 24 hours for it to count as a trouble report that was cleared in less than 24 hours.

Levels of Disaggregation: • Geographic (See Appendix Four) • 2-Wire Analog 8dB Loop.

Calculation: Report Structure: (# of OOS trouble reports < 24 hours ÷ total OOS trouble reports) * 100




Benchmark:

Parity with SBC/Ameritech POTS Business and Residence combined.




Definition: Percentage of network customer trouble reports received within 30 calendar days of a previous customer trouble report.

Exclusions: • Specials and Interconnection Trunks. • Trouble tickets coded to Non-measured reports (CPE, Interexchange Carrier/Competitive

Access Provider, and Information reports). • PTRs as defined in PM 115.1. • UNE-P captured incaptured in the POTS or Specials measurements. Excludes trouble report received on the due date before service order completion. • Excludes repeat troubles where the original customer report was excluded in PM 59. Excludes DSL loops > 12k ft with load coils, repeaters, and/or excessive bridged taps (as

indicated on the loop qual) for which the CLEC has not authorized conditioning and those load coils, repeaters and bridged taps are determined to be the cause of trouble.

Excludes trouble reports for DSL stand alone loops caused by the lack of loop acceptance testing between CLEC and SBC/Ameritech due to CLEC reasons on the due date, where CLEC has requested acceptance testing.

Business Rules:

Includes customer trouble reports received within 30 calendar days of an original customer report. When the second report is received in 30 days, the original report is marked as an Original of a Repeat, and the second report is marked as a Repeat. If a third report is received within 30 days, the second report is marked as an Original of a Repeat as well as being a Repeat, and the third report is marked as a Repeat. In this case there would be two repeat reports. If either the original or the second report within 30 days is a measured report, then the second report counts as a Repeat report.







-- DS1 -- DS3




• Interconnection Trunks • Broadband DSL



Calculation: Report Structure: (# of network customer trouble reports received within 30 calendar days of a previous customer trouble report ÷ total network customer trouble reports) * 100







• 8.0 dB Loops POTS (Res and Bus combined and FW) -- With Test Access -- Without Test Access NOTE: The Ameritech comparable to the 8dB loop with test access is the basic



-- DS1 DS1 -- DS3 DS3





• Interconnection Trunks Parity w/Retail eEquivalent • Broadband DSL





Interconnection Trunks

70. Percentage of Trunk Blockage (Call Blockage)

Definiti on: Percentage of calls blocked on outgoing traffic from SBC/Ameritech end office to CLEC end office and from SBC/Ameritech tandem to CLEC end office.

Exclusions: • Weekends and Holidays • If CLECs have trunks busied-out for maintenance at their end, or if they have other network

problems which are under their control. • SBC/Ameritech is ready for turn-up on Due Date and CLEC is not ready or not available

for turn-up of trunks. • If CLEC does not take action upon receipt of Trunk Group Service Request (TGSR) or

ASR within 3 days when a Call Blocking situation is identified by SBC/Ameritech or in the timeframe specified in the ICA.

• If CLEC fails to provide a forecast. • If CLEC’s actual trunk usage, as shown by SBC/Ameritech from traffic usage studies, is

more than 25% above CLEC’s most recent forecast, which must have been provided within the last six-months unless a different timeframe is specified in an interconnection agreement.

The exclusions do not apply if SBC/Ameritech fails to timely provide CLEC with traffic utilization data reasonably required for CLEC to develop its forecast or if SBC/Ameritech refuses to accept CLEC trunk orders (ASRs or TGSRs) that are within the CLEC’s reasonable forecast regardless of what the current usage data is.

Business Rules: Blocked calls and total calls are gathered during 20 business days.

Levels of Disaggregation: • SBC/Ameritech end office to CLEC end office. • SBC/Ameritech tandem to CLEC end office.

Calculation: Report Structure: (# of blocked calls ÷ total calls offered) * 100






Benchmark: Dedicated Trunk Groups not to exceed blocking standard of B.01 = IL, IN, MI, OH, WI. Parity with SBC/Ameritech Retail to be reported in Illinois, though performance greater than or equal to the benchmark not in parity with SBC/Ameritech Retail will not be subject to remedy payments, and will not be reported as a “missed” result. Performance below the benchmark in Illinois, regardless of whether or not in parity with SBC/Ameritech Retail, will result in SBC/Ameritech being subject to remedy payments for this measurement.



70.1 Trunk Blockage Exclusions

Definition: Number of calls blocked on outgoing traffic from SBC/AmeritechAIT end office to CLEC end office and from SBC/AmeritechAIT tandem to CLEC end office that are excluded from the trunk blockage data reported under PM 70.

Exclusions: • Weekends and Holidays • If CLECs have trunks busied-out for maintenance at their end, or if they have other network

problems which are under their control. • SBC/Ameritech is ready for turn-up on Due Date and CLEC is not ready or not available

for turn-up of trunks. • If CLEC does not take action upon receipt of Trunk Group Service Request (TGSR) or

ASR within 3 days when a Call Blocking situation is identified by SBC/Ameritech or in the timeframe specified in the ICA.

• If CLEC fails to provide a forecast. • If CLEC’s actual trunk usage, as shown by SBC/Ameritech from traffic usage studies, is

more than 25% above CLEC’s most recent forecast, which must have been provided within the last six-months unless a different timeframe is specified in an interconnection agreement.

The exclusions do not apply if SBC/Ameritech fails to timely provide CLEC with traffic utilization data reasonably required for CLEC to develop its forecast or if SBC/Ameritech refuses to accept CLEC trunk orders (ASRs or TGSRs) that are within the CLEC’s reasonable forecast regardless of what the current usage data is.

Business Rules Number of blocked calls and total calls excluded from the monthly blockage data reported under Performance Measurement 70. No penalties or liquidated damages apply.

Levels of Disaggregation: By Market Region.

Calculation: Report Structure: Count of Excluded blocked calls Reported for CLEC and all CLECs.

Measurement Type: Tier-1 None Tier-2 None Benchmark:

Diagnostic



70.2 Percentage of Trunk Blockage (Trunk Groups)

Definition: Percentage of trunk groups (TGs) with calls blocked on outgoing traffic from SBC/Ameritech end office to CLEC end office, and from SBC/Ameritech tandem office to CLEC end office. This measure is evaluated using a three-month rolling average of trunk group blockage. (This measure is only valid if a CLEC has 20 or more trunk groups.) Exclusions: • If CLECs have more than 10% of the trunks of a particular TG busied-out for maintenance

at their end, that TG will be excluded from that month's calculation. • A TG may be excluded from the calculations for a particular month if CLECAT&T is

found to be not ready for turn-up on the negotiated Due Date in 3 consecutive instances within the month.

• If CLEC does not take action upon receipt of Trunk Group Service Request (TGSR) or ASR within 3 business days when a Call Blocking situation is identified in a Final Trunk Group by SBC/Ameritech or in the timeframe specified in the ICA, (Article 4.3.13) the TG in question may be excluded from the calculations for that particular month.

• If CLEC fails to provide a forecast for a particular TG, that TG will be excluded from calculations until a forecast is provided.

• If CLECs actual “trunks required” calculation, as shown by SBC/Ameritech from traffic usage studies, is more than 150% of CLEC's forecast for the TG in question, which was delivered to SBC/Ameritech six months prior, unless a different timeframe is specified in an interconnection agreement, that particular TG may be excluded from the calculations for that particular month.

• New trunk groups that have not been in service for six months may be excluded from calculations for that 6-month period. Nevertheless, utilization data will be gathered upon turn-up of the TG.

The exclusions do not apply if SBC/Ameritech fails to timely provide the CLEC with traffic utilization data reasonably required for CLEC to develop its forecast or if SBC/Ameritech refused to accept CLEC trunk orders (ASRs or TGSRs) that are within the CLEC’s forecast regardless of what the current usage data is.

Business Rules: Blocked calls and total calls are gathered on all reportable trunk groups during the official 20-day study month. Busy hour statistics are determined for reporting purposes.

Levels of Disaggregation: • SBC/Ameritech end office to CLEC end office. • SBC/Ameritech tandem to CLEC end office.



Calculation: Report Structure: (# of trunk groups exceeding 1% blocking for each of three consecutive months /÷ total # trunk groups in service) * 100.

Reported for CLEC, all CLECs, SBC/Ameritech, and SBC/Ameritech Affiliates.

Measurement Type: Tier-1 None Tier-2 None Benchmark:

Diagnostic. 99% of trunk groups not exceeding 1% blocking for three consecutive months, as a rolling average, with no single TG exceeding 1% blocking for more than 1 month.



71. Common Transport Trunk Group Blockage

Definition: Percentage of local common transport trunk groups exceeding 2% blockage.

Exclusions: No data is collected on weekends.

Business Rules: Blocked calls and total calls are gathered during the official 20 day20-day study for intraLATA traffic month Common transport trunk groups that reflect blocking in excess of 2% or 1%(if a separate common transport trunk group is established to carry CLEC traffic only) using a busy hour from the four most recent weeks of data...

Levels of Disaggregation: • Common trunk groups where CLECs share ILEC trunks • Common trunk groups for CLECs not shared by ILEC

Calculation: Report Structure: (# of common transport trunk groups exceeding 2% blocking ÷ total common transport trunk groups) * 100.

Reported on local common transport trunk groups, and SBC/Ameritech Affiliate.



Benchmark:

2% of trunk groups not to exceed 2% blockage., or parity, whichever allows less blocking in a given month.



73. Percentage Installations Completed Within Customer RequestedMissed Due Dates – Interconnection Trunks

Definition: Percentage of trunk order due dates for interconnection trunks met within customer requested due date when that due date is later than or equal to the standard interval or, if expedited, (accepted or not accepted) the date agreed to by SBC/Ameritech.

Exclusions: CLEC Caused Misses.

Business Rules: The Due Date starts the clock. The Completion Date is the day that SBC/Ameritech personnel complete the service order activity and it is accepted by the CLEC, which stops the clock. The source is WFA (Work Force Administration) and is at an item or circuit level. Delay of Ameritech-Initiated Tandem Re-homing project notification – the notification of any delay of these projects will be via LERG update and also via accessible letter sent to the CLECs. SBC/Ameritech will be responsible to modify the due date as defined in the accessible letter and notify the CLEC of this revised due date. The 30 days will be measured against this new due date established and sent to the CLEC

Levels of Disaggregation: • 911 • OS/DA • SS7 • Interconnection Trunks (Non projects – subject to standard interval) • Interconnection Trunks (Projects – subject to negotiated interval) • Tandem Re-homing – SBC/Ameritech owned/initiated (subject to negotiated interval and

excluded from all other disaggregations) Calculation: Report Structure:

(# of trunk circuit due dates metcircuits missed ÷ total trunk circuits installed) * 100

Reported for CLEC, all CLECs, SBC/Ameritech, and SBC/Ameritech Affiliate


Tier 1 HighMed HighMed Med HighMed MedHigh Tier 2 HighNone HighNone MedNone HighNone HighNone



Benchmark: • 95% within customer requested due date or, if expedited (accepted or not accepted), the

date agreed to by SBC/Ameritech. • For projects, 95% within the negotiated due date. • Tandem Re-homing – SBC/Ameritech owned/initiated: within 30 calendar days of negotiated

due date (This disaggregation will be diagnostic for 6 months from the filing date of the Joint Motion at which time the PM will then be remedied.)



74. Average Delay Days For Missed Due Dates – Interconnection Trunks

Definition: Average calendar days from due date to completion date on company missed interconnection trunk orders.

Exclusions: CLEC Caused Misses .

Business Rules: The calculation is the difference in calendar days between the completion date (the date the CLEC accepts the circuit) and the due date. The source is WFA (Work Force Administration) and is at an item or circuit level.

Levels of Disaggregation: • 911 • OS/DA • SS7 • Interconnection Trunks

Calculation: Report Structure: ∑ (Completion date – committed circuit due date) ÷ (Total completed trunk circuits with missed Due Dates)





Benchmark: Parity with SBC/Ameritech Interoffice Facility Trunks.



75. Percentage SBC/Ameritech Caused Missed Due Dates > 30 Days – Interconnection Trunks

Definition: Percentage of Interconnection Trunk Circuits where installation was completed greater than 30 calendar days following the due date.

Exclusions: CLEC Caused Misses.

Business Rules: The calculation is the difference in calendar days between the completion date (the date the CLEC accepts the circuit) and the due date. The source is WFA (Work Force Administration) and is at an item or circuit level.


Calculation: Report Structure: (# of interconnection trunk circuits completed greater than 30 days following the due date, ÷ total installed interconnection trunk circuits) * 100.






No more than 2% interconnection trunk orders completed > 30 days = IN, MI, OH, WI; Parity with SBC/Ameritech Retail = IL



76. Average Trunk Restoration Interval – Interconnection Trunks

Definition: Average time to repair interconnection trunks. This measure is based on calendar days.

Exclusions: • Non-measured tickets (CPE, Interexchange, or Information). • No Access/Delayed Maintenance.

Business Rules: The start time is when the report is received. The source is WFA (Work Force Administration) and is at an item or circuit level. The stop time is when the circuit is restored and the report is cleared in WFA.


Calculation: Report Structure: Σ[(Date and time trouble report is cleared) - (date and time trouble report is received)] ÷ total trunk trouble reports




Benchmark:




77. Average Trunk Restoration Interval for Service-Affecting Trunk Groups

Definition: The average time to restore service-affecting trunk groups.

Exclusions: • Non-measured tickets (CPE, Interexchange, or Information • No Access/Delayed Maintenance

Business Rules: Service affecting is defined as 20% of a trunk group out-of-service that causes trunk group blockage. The clock starts on receipt of a trouble ticket from the CLEC that identifies a service affecting condition. The clock stops after completion of work by SBC/Ameritech.

Levels of Disaggregation: • Tandem trunk groups. -- 911 -- OS/DA -- SS7 -- Interconnection Trunks • Non-Tandem trunk groups. ? -- 911 ? -- OS/DA ? -- SS7 ? -- Interconnection Trunks

Calculation: Report Structure: Σ[(Date and time trouble report is cleared) - (date and time trouble report is received)] /÷ total service affecting trunk group trouble reports




Benchmark:

• Tandem trunk groups-all disaggregations, 911, OS/DA, SS& and Interconnection Trunks – 1 hour;

• Non-Tandem trunk groups – all disaggregations – 2 hours.



78. Average Interconnection Trunk Installation Interval

Definition: The average time from receipt of a complete and accurate ASR until the completion of the trunk order.

Exclusions: Customer requested due dates greater than 20 business days. CLEC caused misses.

Business Rules: The clock starts on the receipt of a complete and accurate ASR and the clock stops on the date the work is completed.

Levels of Disaggregation: • Interconnection Trunks • SS7 Links • OS/DA • 911 Trunks • Projects (not included in the other disaggregations)


∑(completion date of the trunk order - receipt date of complete and accurate ASR) ÷ total installed trunk orders

Reported for CLEC all CLECs, and SBC/Ameritech Affiliate.

Measurement Type: IL IN MI OH WI Tier 1 High High Med High High Tier 2 High High Med High High Tier 1 – None


20 Business days = IN, MI, OH, WI; Parity with SBC/Ameritech Retail = IL Diagnostic for Projects.



Directory Assistance (DA) and Operator Services (OS)

79. Directory Assistance Grade Of Service

Definition: Percentage of directory assistance calls answered within “X” seconds.

Exclusions: None

Business Rules: The clock starts when the customer enters the queue and the clock stops when aan SBC/Ameritech representative answers the call or the customer abandons the call. The length of each call is determined by measuring and accumulating the elapsed time from the entry of a CLEC customer call into the SBC/Ameritech call management system queue until the CLEC customer call is transferred to SBC/Ameritech personnel assigned to handling calls for assistance during hours of operation. Calls are categorized into the designated bands to determine the percentage of calls that were answered within “x” seconds.

Levels of Disaggregation: • < 1.5 seconds • < 2.5 seconds • > 7.5 seconds • > 10.0 seconds • > 15.0 seconds • > 20.0 seconds • > 25.0 seconds

Calculation: Report Structure: (Calls answered within “Xx” seconds ÷ total calls answered) * 100

Reported for the aggregate of and all CLECs and , SBC/Ameritech, and SBC/Ameritech Affiliate.





80. Directory Assistance Average Speed Of Answer

Definition: The average time a customer is in queue.

Exclusions: None

Business Rules: The clock starts when the customer enters the queue and the clock stops when a an SBC/Ameritech representative answers the call. The length of each call is determined by measuring and accumulating the elapsed time from the entry of a CLEC customer call into the SBC/Ameritech call management system queue until the CLEC customer call is transferred to SBC/Ameritech personnel assigned to handling calls for assistance during hours of operation.


Calculation: Report Structure: Total queue time ÷ total calls answered Reported for the aggregate of all CLECs and ,

SBC/Ameritech, and SBC/Ameritech Affiliate. Measurement Type:


Tier 2 Low Low Med Low Low

Benchmark: IL = 7 sec; IN = 7.7 sec; MI = N/A10 sec.; OH = 20.0 sec; WI = 6.3 sec; To be consistent/and change (auto-evolve) with State Retail Minimum Standard rulings. The State Commission Minimum Service Standards can be found at these URLs: Illinois

• http://www.icc.state.il.us/tc/telecommunications.aspx Wisconsin

• http://psc.wi.gov/_search/advquery.asp Michigan

• http://www.cis.state.mi.us/mpsc/comm/rules/ Indiana

• http://www.in.gov/legislative/register/September-1-2002.html Ohio

• http://onlinedocs.andersonpublishing.com/oac/index3.cfm?GRStructure1=4901%3A1&GRStructure2=4901%3A1%2D5&GRStructure3=&TextField=%3CJD%3A%224901%3A1%2D5%22%3EChapter%20%3CJL%3AJump%2C%224901%3A1%2D5%22%3E4901%3A1%2D5%3CEL%3E%20Furnishing%20of%20Int



81. Operator Services Grade Of Service

Definition: Percentage of operator services calls answered within “X” seconds.

Exclusions: None

Business Rules: The clock starts when the customer enters the queue and the clock stops when a an SBC/Ameritech representative answers the call or the customer abandons the call. The length of each call is determined by measuring and accumulating the elapsed time from the entry of a CLEC customer call into the SBC/Ameritech call management system queue until the CLEC customer call is transferred to SBC/Ameritech personnel assigned to handling calls for assistance during hours of operation. Calls are categorized into the designated bands to determine the percentage of calls that were answered within “Xx” seconds.

Levels of Disaggregation: • < 1.5 seconds • < 2.5 seconds • > 7.5 seconds • > 10.0 seconds • > 15.0 seconds • > 20.0 seconds • > 25.0 seconds

Calculation: Report Structure: (Calls answered within “x” seconds ÷ total calls answered) * 100

Reported for the aggregate of all CLECs and, SBC/Ameritech, and SBC/Ameritech Affiliate.





82. Operator Services Speed of Answer

Definition: The average time a customer is in queue.

Exclusions: None

Business Rules: The clock starts when the customer enters the queue and the clock stops when a an SBC/Ameritech representative answers the call. The length of each call is determined by measuring and accumulating the elapsed time from the entry of a CLEC customer call into the SBC/Ameritech call management system queue until the CLEC customer call is transferred to SBC/Ameritech personnel assigned to handling calls for assistance during hours of operation.


Calculation: Report Structure: Total queue time ÷ total calls answered. Reported for the aggregate of all CLECs and ,

SBC/Ameritech, and SBC/Ameritech Affiliate. Measurement Type:


Tier 2 Low Low Med Low Low Benchmark:

IL = 3.6 sec; IN = 3.3 sec.; MI = 10 sec.; OH = 20 sec.; WI = 2.7 sec;. To be consistent/and change (auto-evolve) with State Retail Minimum Standard rulings. The State Commission Minimum Service Standards can be found at these URLs: Illinois

• http://www.icc.state.il.us/tc/telecommunications.aspx Wisconsin

• http://psc.wi.gov/_search/advquery.asp Michigan

• http://www.cis.state.mi.us/mpsc/comm/rules/ Indiana

• http://www.in.gov/legislative/register/September-1-2002.html Ohio

• http://onlinedocs.andersonpublishing.com/oac/index3.cfm?GRStructure1=4901%3A1&GRStructure2=4901%3A1%2D5&GRStructure3=&TextField=%3CJD%3A%224901%3A1%2D5%22%3EChapter%20%3CJL%3AJump%2C%224901%3A1%2D5%22%3E4901%3A1%2D5%3CEL%3E%20Furnishing%20of%20Int



83. Percentage of Calls Abandoned

Definition: The percentage of calls where the customer hangs up while the call is in queue.

Exclusions: SBC/Ameritech generated test calls.

Business Rules: The clock runs on a 24-hour cycle starting at 6:00 a.m. and ending at 6:00 a.m. This measurement determines the amount of calls that were abandoned against the number of operator positions available during the reporting monthperiod in quarter hour intervals.

Levels of Disaggregation: • OS • DA

Calculation: Report Structure: (# of calls abandoned ÷ number of operator positions available) * 100

Reported for the aggregate of all CLECs and , SBC/Ameritech, and SBC/Ameritech Affiliate.





Local Number Portability (LNP)

91. Percentage of LNP Only OrdersDue Dates within Industry Guidelines the Customer Requested Due Date

Definition: Percentage of LNP Only OrdersDue date interval that are completed within or onmeet the Customer Requested Due Date.industry standard established by the North American Numbering Council (NANC).

Exclusions: • CLEC caused or requested delays. • NPAC caused delays unless caused by SBC/Ameritech. • CLEC requested Due Dates greaterless than 3 business daysoutside industry guidelines.

Business Rules: The clock starts on the date of FOC issuance, which is the date that SBC/Ameritech returned a FOC to the CLEC. The clock stops on the Completion Date, which is the date that SBC/Ameritech completed the order. Orders are included in the month they posted. Standard due date interval for LNP Only orders is three business days. Industry guideline for due dates for LNP are as follows: ? For Offices in which NXXs are previously opened – 3 Business Days. ? New NXX – 5 Business days on LNP capable NXX. ? Day after new NXX is opened – 4 Business days.

The above-noted due dates are from the date of the FOC issuance. For partial LNP conversions that require restructuring of a customer account: ? 1-100 TNs: The LNP due date intervals will continue to be three business days and five

business days from the issuance of the FOC depending on whether the NXX has been previously opened or is new.

• >100 TNsincluding entire NXX: The due dates are negotiated Levels of Disaggregation:

? NXXs Complete. ? NXXs Partial (1- 100). None

Calculation: Report Structure: (# of LNP Only Orders TNs completed implemented within the Customer Requested Due Date or Negotiated Due DateIndustry guidelines ÷ total LNP Only OrdersTNs ) *100


Measurement Type:



Tier 1 – None Tier 2 None IL IN MI OH WI


Benchmark: 96.5%.



92. Percentage of Time the Old Service Provider Releases the Subscription Prior to the Expiration of the Second 9- Hour (T2) Timer

Definition: Percentage of time the old service provider releases subscription(s) to NPAC prior to the expiration of within the first (T1) or the second (T2) 9-hour timers.. This would include subscription(s) released prior to the expiration of the first (T1) or the second (T2) 9-hour timers.

Exclusions: • CLEC caused or requested delays. • NPAC caused delays unless caused by SBC/Ameritech. • Cases where SBC/Ameritech did the release but the New Service Provider did not respond

prior to the expiration of the T2 timer. This sequence of events causes the NPAC to send a cancel of SBC/Ameritech’s release request. In these cases, SBC/Ameritech may have to re-work to release the TN so it can be ported to meet the due date.

Business Rules: Number of LNP TNs for which subscription to NPAC was released prior to the expiration of the second 9-hour (T2) timer.


Calculation: Report Structure: (# of LNP TNs for which subscription to NPAC was released prior to the expiration of the second 9-hour (T2) timer ÷ total LNP TNs for which the subscription was released) *100



96.5%.



93. Percentage of Time Customer Accounts Restructured by the LNP Only Completion DateDue Date

Definition: Percentage of accounts restructured by within the LNP Only Provisioning Completion Date.order due date established in Measurement No. 91, and/or negotiated due date for orders that contain more than 30 TNs.

Exclusions: None

Business Rules: This measure is for partial LNPs only. Partial LNP Orders that require an SBC/Ameritech account to be restructured. This measures the amount of time the LNP account was restructured by the LNP completion date. For partial LNP conversions that require restructuring of a customer account: ? 1-100 TNs: The LNP due date intervals will continue to be three business days and five

business days from the issuance of the FOC depending on whether the NXX has been previously opened or is new.

? >100 TNs, including entire NXX: Tthe due dates are negotiated. . NOTE: SBC/Ameritech restructures the account on the same order as the provisioning.


Calculation: Report Structure: (# of partial LNP Only orders where the account was that were restructured by the LNP completiondue date of the order) ÷ (total partial LNP Only orders that required customer accounts to be restructured) *100


Measurement Type IL IN MI OH WI

Tier 1 Low Low Med Low Low Tier 2 None None None None None Benchmark:

96.5%



Delete Measure. Include with New PM 10.

95. Average Response Time for Non-Mechanized Rejects Returned With Complete and Accurate Codes

Definition: Average Response time for returning rejected non-mechanized LNP orders with complete and accurate identification of CLEC caused errors in the order.

Exclusions: None

Business Rules: For each non-mechanized order, the start time is the receipt date/time of non-mechanized order, and the end time is the transmittal time of rejection notification of the order due to CLEC-caused errors. The difference between the two is the duration in hours.

Levels of Disaggregation: ? LNP only ? LNP with Loop.

Calculation: Report Structure: Σ(Date & Time of Order reject – Date and Time Order receipt) ÷ Total non-mechanized LNP Orders Rejected


Measurement Type:



5 Business Hours.



96. Percentage Pre-Mature Disconnects for LNP Orders

Definition: Percentage of LNP cutovers where SBC/Ameritech prematurely removes the translations, including the 10-digit trigger, prior to the scheduled conversion time.

Exclusions: Coordinated Conversions.

Business Rules: The count of incidents, on an order level, where the translations are released prior to the scheduled conversion. Count the number of cutovers that are prematurely disconnected (translations released prior to the due date).

Levels of Disaggregation: • LNP only. • LNP with Loop.

Calculation: Report Structure: (# of premature disconnects ÷ total conversions) * 100




2% or less cutovers are disconnected prior to the due date (translations are released prior to the due date).



97. Percentage of Time SBC/Ameritech Applies the 10-digit Trigger Prior to the LNP Order Due Date

Definition: Percentage of time SBC/Ameritech applies 10-digit trigger, where technically feasible, for LNP or LNP with loop TNs on the day prior to the due date.

Exclusions: • Where not technically feasible. • CLEC caused misses.

Business Rules: Obtain number of LNP or LNP with loop TNs where the 10-digit trigger was applied on the day prior to due date, and the total number of LNP or LNP with Loop TNs where the 10-digit trigger was applied, where technically feasible.

Levels of Disaggregation: • LNP only • LNP with Loop

Calculation: Report Structure: (# of LNP TNs for which 10-digit trigger was applied 24 hours prior to due date ÷ total LNP TNs for which 10-digit triggers were applied) * 100




96.5%



98. Percentage LNP Trouble LNP (I-Reports) within 30 Days of Installation

Definition: Percentage of LNP Orders that receive a network customer trouble report within 30 calendar days of service order completion.

Exclusions: • Excluding subsequent reports and all disposition codes “11”, “12”, & “13” reports

(excludable reports). • Trouble reports caused by CPE or inside wiring.

Business Rules: Includes trouble reports received the day after SBC/Ameritech personnel complete the service order through 30 calendar days after completion.. The denominator for this measure is the total count of orders by circuit posted within the reporting month. However, the denominator will at a minimum be equal to the numerator. The numerator is the number of trouble reports received on or within 30 days after service order completion and closed within the reporting month.


Calculation: Report Structure: (# of LNP Orders that receive a network customer trouble report within 30 calendar days of service order completion ÷ total LNP Orders) * 100




Parity with SBC/Ameritech Retail POTS – No Field Work.



99. Average Delay Days for SBC/Ameritech Missed Due Dates (For Stand-Alone LNP Orders)

Definition: Average calendar days from due date to completion date on Ccompany missed orders.

Exclusions: On time or early completions.

Business Rules: The clock starts on the due date and the clock ends on the completion date based on posted LNP orders. Retail comparison is installations, not disconnects.

Levels of Disaggregation: LNP Only.

Calculation: Report Structure: [ Σ(LNP Completion Date–

LNP Order due date) ÷ total LNP orders where there was a SBC/Ameritech caused missed due date] * 100


Measurement Type: IL IN MI OH WI Tier 1 Med Med Med Med Med Tier 2 Med Med Med Med Med


Benchmark: Parity with SBC/Ameritech Retail POTS – No Field Work.



100. Average Time of Out of Service for LNP Conversions

Definition: Average time to facilitate the activation request in SBC/Ameritech’s network.

Exclusions: • CLEC-caused errors. • NPAC-caused errors unless caused by SBC/Ameritech. • Large ports greater than 500 ports.

Business Rules: The Start time is the Receipt of NPAC broadcast activation message in SBC/Ameritech’s LSMS; and the End time is when the Provisioning event is done in SBC/Ameritech’s LSMS. Calculate the total difference between the start time and end time in minutes for LNP activations during the reporting period.


Calculation: Report Structure: Σ(LNP stop time – LNP start time) ÷ total LNP activated TNs




60 Minutes



101. Percent Out of Service < 60 minutes

Definition: The Number of LNP related conversions where the time required to facilitate the activation of the port in SBC/Ameritech’s network is less than 60, expressed as a percentage of total number of activations that took place.

Exclusions: • CLEC caused errors. • NPAC caused errors unless caused by SBC/Ameritech. • Large ports greater than 500 ports.

Business Rules: The Start time is the Time that an “activate NPAC” broadcast is received in SBC/Ameritech's LSMS. The End time is the Time the provisioning event is complete in SBC/Ameritech's LSMS. Count the number of conversions that took place in less than 60 minutes. There is no difference between the denominator for this measure and the denominator in measure #100.


Calculation: Report Structure: [(# of activated TNs provisioned in less than 60 minutes) ÷ (total LNP activated TNs)] * 100



Tier 1 Med Med Med Med Med Tier 2 Med Med Med Med Med Benchmark:

96.5%



911

102. Average Time To Clear Errors (Subsumed by MI 6 in MI)( Facility-Based Providers)

Definition: The average time it takes to clear an error after it is detected during the processing of the 911 database file. This is only on resale or UNE loop and port combination orders that SBC/Ameritech installs.

Exclusions: None

Business Rules: The clock starts upon the receipt of the error file and the clock stops when the error is corrected.


Calculation: Report Structure: [Σ(Date and time error detected – date and time error cleared)] ÷ total errors


Measurement Type: IL IN OH WI

Tier 1 Low Low Low Low Tier 2 None None None None IL IN MI OH WI


Parity



Delete Measure

MI 6: Erred Customer Record Update Files Not Returned by Next Business Day (Only Reported in MI)

Definition: Erred Customer Record Update Files Not Returned by the Next Business Day measures the number of erred customer record update (CRU) files that are not returned by the next business day following processing completion, as a percentage of the total number of received CRU files with errors reported during the reporting period.


Business Rules: Electronic CRU files are received by the gateway which is the front-end to the 911 system. Manual CRU files are received via fax. A business day is defined as Monday through Friday, 12:00 a.m. to 11:59 p.m. Mountain Time. The next business day is defined as the following business day by midnight (i.e., a file received on a Tuesday at 8:00 a.m. needs to be processed by Wednesday at midnight). Files processed on Saturday, Sunday, or holidays [currently defined as the eight (8) recognized Ameritech holidays] will be considered processed on the next business day (i.e., a file received on Saturday will be marked “processed” on Monday and must be returned by Tuesday at midnight). As records pass through the edit checks, records identified with errors are assigned a reason code (e.g. 101 address not valid) and written to an error file. The error file is created when the initial CRU file has finished processing. Once created, an Erred Customer Record Update File is returned back to the gateway and time stamped (by SCC) for retrieval by the submitting carrier.

Levels of Disaggregation: ? Manually Received ? Electronically Received

Calculation: Report Structure: ( # of Erred Customer Record Update Files Not Returned by the Next Business Day / Total Erred CRU Files Received) * 100

Reported for CLEC, all CLECs, the aggregate of Ameritech, and Ameritech Affiliate.


Benchmark: Parity with Ameritech Retail



103. Percent Accuracy for 911 Database Updates (Facility-Based Providers) (Subsumed by MI 7 in MI)

Definition: The percentage of 911 records that were updated by SBC/Ameritech in error.

Exclusions: CLEC Caused Errors.

Business Rules: The data required to calculate this measurement will be provided by the CLEC based on the compare file. CLEC requests a compare file in writing through their assigned SBC/Ameritech Account Manager. This request should provide the requesting company’s name (per CLEC interconnection or resale agreement), ACNA, requested geographic area (e.g., state, NPA, etc.), if the compare file is requested by email, diskette, CD-ROM, and the CLEC contact name, number, and e-mail address. Upon request, SBC/Ameritech will provide, within 14 business days of request receipt, an electronic compare file. CLEC will be provided a file that contains all customer information for the geographic area that they request (e.g., state, NPA, etc.). The file can be provided via CR-ROM, diskette, paper or as an electronic file (transmitted) The CLEC will provide the number of records transmitted and the errors found. SBC/Ameritech will verify the records determined to be in error to validate that the records were input by SBC/Ameritech incorrectly. An update is completed without error if the database completely and accurately reflects the activity specified on the order submitted by the CLEC.


Calculation: Report Structure: (# of SBC/Ameritech caused update

errors ÷ Total updates) * 100 Reported for CLEC, all CLECs, SBC/Ameritech, and SBC/Ameritech Affiliate.

Measurement Type: IL IN OH WI Tier 1 Low Low Low Low Tier 2 None None None None IL IN MI OH WI





Delete Measure

MI 7. Errors in Customer Record Update Files (Only Reported in MI)

Definition: Errors in Customer Record Update Files measures the number of customer record updates (CRU) with errors as a percentage of the total number of CRU’s processed in the reporting period.

Exclusions: None

Business Rules: Electronic CRU files are received by the gateway which is the front-end to the 911 system. Manual CRU files are received via fax. An erred CRU is defined as a CRU that did not pass the series of edit checks and therefore, was not sent to the Selective Router /Automatic Location Identifier database. This measure is calculated on a per record (CRU) basis not a per file basis. For example, 1 CRU file containing 100 records, 2 records with errors, would produce an error rate of 2%.


Calculation: Report Structure: (# of Erred Customer Record Updates Received / Total Customer Record Updates) * 100






104. Average Time Required to Update 911 Database (Facility Based Providers) (Subsumed by MI 8 in MI)

Definition: The average time it takes to update the 911database file.

Exclusions: None

Business Rules: The clock starts on the date/time when the data processing starts and the clock stops on the date/time when the data processing is complete.


Calculation: Report Structure: [Σ(Date and time data processing begins - date and time data processing ends)] ÷ total files


Measurement Type: IL IN OH WI

Tier 1 Low Low Low Low Tier 2 None None None None IL IN MI OH WI





Delete Measure

MI 8. Customer Record Update Files Not Updated by the Next Business Day (Only Reported in MI)

Definition: Customer Record Update Files Not Processed by the Next Business Day measures the number of customer record update (CRU) files that are not processed by the end of the next business day, as a percentage of the total number of CRU files received that are processed in the reporting period.


Business Rules: Electronic CRU files are received by the gateway, which is the front-end to the 911 system. Manual CRU files are received via fax. A customer record update (CRU) is defined as a change to end-user information, such as telephone number, name and/or address. A Customer Record Update may affect more than one customer record. Customer Record Updates are submitted in batch as a Customer Record Update file. An electronic CRU file is the combination of multiple customer record updates. If the file is created systematically (i.e. every hour) it may contain zero customer record updates. A business day is defined as Monday through Friday, 12:00 a.m. to 11:59 p.m. Mountain Time. The next business day is defined as the following business day by midnight (i.e., a file received at the gateway on a Tuesday at 8:00 a.m. needs to be processed by Wednesday at midnight). Files received at the gateway on Saturday, Sunday or Holidays [currently defined as the eight (8) recognized Ameritech holidays] will be considered as received on the next business day (i.e., a file received on Saturday will be considered “received” on Monday and must be processed by Tuesday at midnight).


Calculation: Report Structure: (# of Received CRU Files Not Processed by the Next Business Day / Total Received CRU Files Processed) * 100






104.1 The Average Time It Takes To Unlock the 911 Record

Definition: The average time it takes to unlock the 911 record to allow the record to be claimed by the CLEC.

Exclusions: CLEC caused delayed unlocks

Business Rules: The clock starts on the date of completion and the clock stops on the date/time when the 911 record is unlocked.


Calculation: Report Structure: [SumΣ (SOC Date - date 911 record is unlocked)] /÷ Total 911 database unlocks

Reported for individual CLEC, and all CLECs andCLECs and SBC/Ameritech Aaffiliate.s





Poles, Conduit and Rights of Way

105. Percentage of Requests Processed Within 35 Days

Definition: The percentage of requests for access to poles, conduits, and right-of-ways processed within 35 days.

Exclusions: None

Business Rules: The clock starts upon the receipt date of the application for access to poles, conduits and right-of-ways and the clock stops upon response date of the application granting or denying access to poles, conduits and right-of-ways.


Calculation: Report Structure: (# of requests processed within 35 days ÷ total requests) * 100




Benchmark:

90% within 35 days = IN, MI, OH, WI; Parity with SBC/Ameritech Retail = IL



106. Average Days Required to Process a Request

Definition: The average time it takes to process a request for access to poles, conduits, and right-of-ways.

Exclusions: None

Business Rules: The clock starts upon the receipt date of the application for access to poles, conduits and right-of-ways and the clock stops upon response date of the application granting or denying access to poles, conduits and right-of-ways.


Calculation: Report Structure: Σ(Date request returned to CLEC – date request received from CLEC) ÷ total requests



Benchmark: 90% within 35 days = IN, MI, OH, WI; Parity with SBC/Ameritech Retail = IL



Collocation

107. Percentage Missed Collocation Due Dates

Definition: The percentage of SBC/AmeritechAIT caused missed due dates for collocation projects.

Exclusions: NoneIf the CLEC has not submitted their second fifty percent (50%) payment prior to the space being turned over, SBC/Ameritech will exclude the job from reporting. For instances where the payment has rightfully been withheld, (the account manager provides the notification to proceed), the job is not excluded.

Business Rules: The clock starts when SBC/AmeritechAIT receives, in compliance with the Commission Order, approved interconnection agreement or effective tariff, whichever is applicable, payment and return of proposed layout for space as specified in the application form from the CLEC and the clock stops when the CLEC receives notice in writing or other method agreed to by the parties that the collocation arrangement is complete and ready for CLEC occupancy. The CLEC will then have 5 business days to accept or not accept the collocation space. If the CLEC does not accept the collocation space because the space is not complete and ready for occupancy as specified, and notifies SBC/AmeritechAIT of such within 5 business days, the collocation will be considered not complete and the time frame required for the CLEC to reject the collocation space (up to 5 business days) and any additional time required for SBC/AmeritechAIT to complete the space per the specifications will be counted as part of the interval. Any time exceeding the 5 business days will not be counted as part of the interval. Due Date Extensions will be extended when mutually agreed to by SBC/AmeritechAIT and the CLEC, or when a CLEC fails to complete work items for which they are responsible in the allotted time frame. The extended due date will be calculated by adding to the original due date the number of calendar days that the CLEC was late in performing said work items. Work items include but are not limited to:

• CLEC return to SBC/AmeritechAIT corrected and complete floor plan drawings. • CLEC placement of required component(s).

If the business rules and Commission Order, approved interconnection agreement or effective tariff, whichever is applicable, are inconsistent, then these business rules are superseded.



Levels of Disaggregation: For Physical Collocations:

• Caged • Shared Caged • Caged Common • Cageless • Adjacent On-site • Adjacent Off-site • All Augments to Physical Collocation

For Virtual Collocations:

• Virtual • All Augments to Virtual Collocations All Augments to Virtual Collocations

Physical Caged Shared Caged

? Caged Common ? Cageless ? Adjacent On-site ? Adjacent Off-site ? Augments to Physical Collocation ? Virtual ? Augments to Virtual.

? Calculation: Report Structure:

(count of number of SBC/AmeritechAIT caused missed met due dates for collocation facilities ÷ total number of collocation projects) * 100

Reported for individual CLEC and all CLECs and SBC/AmeritechAIT Aaffiliate



Benchmark:

95% met within the due date (; Less than 5% not met within the due date). Damages and Assessments will be calculated based on the number of calendar days late. The cCritical z-value does not apply.



108. Average Delay Days for SBC/Ameritech Missed Due Dates

Definition: The average delay days caused by SBC/Ameritech to complete collocation facilities.

Exclusions:

NoneIf the CLEC has not submitted their second fifty percent (50%) payment prior to the space being turned over, SBC/Ameritech will exclude the job from reporting.. For instances where the payment has rightfully been withheld, (the account manager provides the notification to proceed), the job is not excluded.

Business Rules: The clock starts when Ameritech receives an accurate and complete application form for space from the CLEC and the clock stops when the collocation space is turned over to the CLEC for their occupancy at the walk-through. If the walk-through is scheduled after the due date, then the clock stops on the due date. Due Date Extensions will be extended when mutually agreed to by Ameritech and the CLEC. Ameritech will not be deemed to have completed work on a collocation cage until the cage is suitable for use by the CLEC and the cable assignment information necessary to use the facility has been provided to the CLEC. The clock starts when SBC/Ameritech receives an accurate and complete application form for space from the CLEC and the clock stops when the collocation space is turned over to the CLEC for their occupancy at the walk-through. If the walk-through is scheduled after the due date, then the clock stops on the due date. Due Date Extensions will be extended when mutually agreed to by SBC/Ameritech and the CLEC. Ameritech will not be deemed to have completed work on a collocation cage until the cage is suitable for use by the CLEC and the cable assignment information necessary to use the facility has been provided to the CLEC. SBC/Ameritech will turn over the APOT with the notice of job completion if the CLEC has submitted their second fifty percent (50%) payment prior to the due date.

Levels of Disaggregation: ? Physical. ? Virtual ? Cageless ? Additions • Caged • Caged Common • Shared Caged • Adjacent On-Site • Adjacent Off-Site • Cageless • Augments to Physical Collocation • Virtual • Augments to Virtual Collocation



Calculation: Report Structure: Σ(Date collocation work completed - collocation due date) ÷ SBC/Ameritech caused missed collocation completions.




Benchmark:

Delay days not to exceed 10% of standard interval for IN, MI, OH and WI.

• Physical - 90 days standard interval, 10% of std interval = 9 CalendarBusiness Days • Virtual - 60 days standard interval, 10% of std interval = 6 CalendarBusiness Days • Cageless - 60 days standard interval, 10% of std interval = 6 CalendarBusiness Days • Additions - 90 days standard interval, 10% of std interval = 9 CalendarBusiness Days

IL = Parity with SBC/Ameritech Affiliate.



109. Percent of Requests Processed Within the Established Timelines

Definition: The percent of requests for collocation facilities processed within the established timelines.

Exclusions: Weekends & Holidays.

Business Rules: The clock starts when SBC/Ameritech receives the application. The clock stops when SBC/Ameritech responds back to the application request with a quote. Per FCC Order 99-48 (706 Collocations Requirements). Applications received after 2:00 p.m. are considered as being received on the next business day.

Levels of Disaggregation: • Physical • Virtual • Cageless • Additions

Calculation: Report Structure: (# of requests processed within the timeline ÷ total requests with quotes) * 100




Benchmark:

90% within 10 CalendarBusiness Days = IN, MI, OH, WI. IL = Parity with SBC/Ameritech Aaffiliate



Directory Assistance Database

110. Percentage of Updates Completed into the DA Database within 72 Hours for Facility-Based CLECs

Definition: The percentage of DA database updates completed within 72 hours of receipt of the update from the CLEC for directory changes.

Exclusions: • Weekends and Holidays. • CLEC caused errors. • Updates rejected due to incorrect/invalid data from the facility-based CLEC (e.g. missing a

zip code, incomplete phone number, etc.) Business Rules:

For manual updates, the date and time stamp on fax updates starts the clock and the date and time when the listing is updated stops the clock. On manual requests received after 4:00 p.m. the clock will start at 7:30 a.m. the following day. For electronic updates, the clock starts at 4:00 p.m. on the date of arrival and stops when the listing is updated. Electronic orders received after 4:00 p.m. will not be processed until the following workday. The update clerk’s work hours are 7:30 a.m. to 4:00 p.m. Monday through Friday in accordance with the time zone of the receiving center. On manual requests received after 4:00 p.m. the clock will start at 7:30 a.m. the following day. Electronic orders received after 4:00 p.m. will not be processed until the following workday.

Levels of Disaggregation: Νone = IN, MI, OH, WI = None Manual and Electronic = IL = Manual and Electronic

Calculation: Report Structure: (# of updates completed within 72 hours ÷ total updates completed) * 100

Reported for CLEC all CLECs for facility-based providers, and SBC/Ameritech Affiliate.



Benchmark:

• 95% updated within 72 hours = IN, MI, OH, WI = ; 95% updated within 72 hours • IL = Manual orders are 95% updated within 72 hours and. Electronic orders are parity with

SBC/Ameritech Retail



111. Average Update Interval for DA Database for Facility-Based CLECs

Definition: The average update interval for DA database changes for facility-based CLECs.

Exclusions: • Weekends and holidays • CLEC caused errors • Rejected updates (e.g. missing a zip code, incomplete phone number)Updates rejected due

to incorrect/invalid data from the facility-based CLEC (e.g. missing a zip code, incomplete phone number, etc.)

Business Rules: For manual updates, the date and time stamp on fax updates starts the clock and the date and time when the listing is updated stops the clock. On manual requests received after 4:00 p.m. the clock will start at 7:30 a.m. the following day. For electronic updates, the clock starts at 4:00 p.m. on the date of arrival and stops when the listing is updated. Electronic orders received after 4:00 p.m. will not be processed until the following workday. The update clerk’s work hours are 7:30 a.m. to 4:00 p.m. Monday through Friday in accordance with the time zone of the receiving center. On manual requests received after 4:00 p.m. the clock will start at 7:30 a.m. the following day. Electronic orders received after 4:00 p.m. will not be processed until the following workday.

Levels of Disaggregation: • None = IN, MI, OH, WI = None • Manual and Electronic = IL = Manual and Electronic

Calculation: Report Structure: [∑ (8:00 a.m. of the day following the input into the DL database – Time update received from CLEC)] ÷ total updates completed




Benchmark:

• 48 Hours = IN, MI, OH, WI = 48 Hours • , IL = Manual are 48 hours and . Electronic orders are parity with SBC/Ameritech Retail.



112. Percentage DA Database Accuracy For Manual Updates for Facility-Based CLECs

Definition: The percentage of DA records that were updated by SBC/Ameritech correctly. The data required to calculate this measurement will be provided by the CLEC. The CLEC will provide the number of records transmitted and the errors found. SBC/Ameritech will verify the records determined to be in error to validate that the records were input by SBC/Ameritech incorrectly.

Exclusions: • Errors not submitted within 10 days of order confirmation receipt. • CLEC caused errors • Weekends and Holidays • Updates rejected due to incorrect/invalid data from the facility-based CLEC (e.g. missing a

zip code, incomplete phone number, etc Business Rules:

For manual updates, the date and time stamp on fax updates starts the clock and the date and time when the listing is updated stops the clock. On manual requests received after 4:00 p.m. the clock will start at 7:30 a.m. the following day. For electronic updates, the clock starts at 4:00 p.m. on the date of arrival and stops when the listing is updated. Electronic orders received after 4:00 p.m. will not be processed until the following workday. The update clerk’s work hours are 7:30 a.m. to 4:00 p.m. Monday through Friday in accordance with the time zone of the receiving center. On manual requests received after 4:00 p.m. the clock will start at 7:30 a.m. the following day. Electronic orders received after 4:00 p.m. will not be processed until the following workday.


Calculation: Report Structure: (# of manual updates without SBC/Ameritech caused errors ÷ Total updates processed) *100




Benchmark:

97%



113. Percentage of Electronic Updates that Flow Through the Update Process Without Manual Intervention

Definition: Percentage of electronic updates from entry to distribution that progress through SBC/Ameritech ordering systems to ALPSS for Illinois, Michigan, Ohio and Wisconsin. . Percentage of electronic updates from entry to distribution that progress through SBC/Ameritech ordering systems to DA for Indiana.

Exclusions: • Updates rejected due to incorrect/invalid data received from the CLEC (e.g. missing zip

code, incomplete phone number, etc.). • CLEC caused errors • Weekends and Holidays

Business Rules: The number of updates, for facility-based providers, that flow through SBC/Ameritech’s ordering systems and are passed to ALPSS or DA without manual intervention, divided by the total number of updates issued within the reporting period.


Calculation: Report Structure: (# of updates of that flow through to ALPSS or DA ÷ Total updates received in the month ) * 100




Benchmark:

• 97% = IN, MI, OH, WI = 97%, • IL = Parity with SBC/Ameritech Retail.



Coordinated Conversions

114. Percentage of Premature Disconnects (Coordinated Cutovers)

Definition: Percentage of coordinated cutovers where SBC/Ameritech prematurely disconnects the customer 10 minutes or more prior to the scheduled conversion.

Exclusions: None

Business Rules: A premature disconnect occurs any time SBC/Ameritech disconnects the CLEC customer 10 or more minutes prior to the CLEC being on line. CHC and FDT orders, by definition, must consist of 1-24 lines, therefore this measure only includes orders with 1-24 lines

Levels of Disaggregation: • Coordinated Hot Cuts – LNP with Loop • Frame Due Time – LNP with Loop

Calculation: Report Structure: (# of prematurely disconnected CHC/FDT LNP with Loop orders ÷ total coordinated CHC/FDT LNP with Loop orders) * 100




Benchmark:

2% or less premature disconnects starting 10 minutes before scheduled time.



114.1. CHC/FDT LNP with Loop Provisioning Interval

Definition: The % of CHC/FDT LNP with Loop Lines completed by SBC/Ameritech within the established provisioning intervals.

Exclusions: • CHC LNP with Loop with greater than 24 loops (including multiple LSRs totaling 25 or

more lines to the same customer premise on the due date). • CLEC caused delays (e.g., no dial tone from CLEC: CLEC translations) that do not allow

SBC/Ameritech the opportunity to complete CHC/FDT LNP with Loop within the designated interval.

• IDLC (pair gain systems) identified on or before the due date. • Any order in the FMOD process

Business Rules: The start time is at the direction of the CLEC and based on a negotiated and scheduled time for coordinated hot cut orders (CHC). For CHC orders, the clock starts when the CLEC calls the SBC/Ameritech LOC to start the conversion, and ends when the SBC/Ameritech technician completes the cross connect to the CLEC facilities and has called the CLEC to notify that the cut-over has been completed. For FDT orders, the clock starts at the frame due time and ends when the SBC/Ameritech technician completes the cross-connect to the CLEC facilities. This measurement only includes Coordinated Hot Cuts with 1-24 loops. A conversion with 25 or more lines (including multiple orders totaling 25 or more lines to the same customer premise on the same due date) is considered a project and is negotiated with the CLEC at the time of conversion.

Levels of Disaggregation: CHC/LNP with loop

• < 10 lines • 10-24 lines

FDT/LNP with loop • < 10 lines • 10-24 lines

Calculation: Report Structure: (Total CHC/FDT LNP with Loop Lines within the designated interval ÷ total CHC/FDT LNP with Loop lines) * 100.



Tier 1 Med Med Med Med Med Tier 2 Med Med Med Med Med



Benchmark: CHC/FDT LNP with Loop for < 10 Lines 90 % within one hour. CHC/FDT LNP with Loop for 10-24 Lines 90% within two hours.



115. Percentage of SBC/Ameritech Caused Delayed Coordinated Cutovers

Definition: Percentage of Ameritech caused late coordinated cutovers in excess of “X” (30, 60 and 120) minutes.

Exclusions: • Any order in the FMOD process

Business Rules: A coordinated cutover is delayed if SBC/Ameritech is not ready within “X” (30, 60, and 120) minutes after the scheduled cut time. CHC and FDT orders, by definition, must consist of 1-24 lines, therefore this measure only includes orders with 1-24 lines

Levels of Disaggregation: • CHC LNP with Loop • FDT LNP with Loop

Calculation: Report Structure: (# of SBC/Ameritech caused late coordinated CHC/FDT LNP with Loop orders in excess of “X” (30, 60 and 120) minutes ÷ total coordinated CHC/FDT LNP with Loop orders) * 100




Benchmark:

8% or less of SBC/Ameritech coordinated conversions beyond 30 minutes, 2% beyond 60 minutes1 hour from scheduled time or 1% beyond 120 minutes2 hours.



115.1 Percent Provisioning Trouble Reports (PTR)

Definition: Measures the percent of CHC/FDT circuits for which the CLEC submits a trouble report on a completed order on the day of conversion.

Exclusions: • Reports for which the trouble is attributable to the SBC/Ameritech network (unless

SBC/Ameritech had knowledge of the trouble prior to the due date. • IDLC (pair gain systems) identified on or before the due date. • Non-measured reports (CPE, Interexchange, and Information reports).

Business Rules: The percent of CHC/FDT circuits for which the CLEC submits a trouble report on a completed order on the day of conversion, or before noon on the next business day. CHC and FDT orders, by definition, must consist of 1-24 lines, therefore this measure only includes orders with 1-24 lines

Levels of Disaggregation: • CHC • FDT

Calculation: Report Structure: (Count of CHC/FDT circuits for which the CLEC submits a trouble report on a completed order on the day of conversion or before noon on the next business day after conversion ÷ total # of CHC/FDT circuits converted) * 100.





Benchmark: 2%Diagnostic



115.2 Mean Time To Restore – Provisioning Trouble Report (PTR)

Definition: Average duration of the outage from the receipt of the PTR to the time it is cleared.

Exclusions: • Non-measured reports (CPE, Interexchange, and Information reports). • No access to the end user’s location.

Business Rules: The start time is when the report is received. The stop time is when the report is cleared. CHC and FDT orders, by definition, must consist of 1-24 lines, therefore this measure only includes orders with 1-24 lines

Levels of Disaggregation: • CHC • FDT

Calculation: Report Structure: Σ[(Date and time PTR is closed with the customer) - (date and time PTR is received)] ÷ total PTRs.






NXX

117. Percent NXXs Loaded and Tested Prior to the LERG Effective Date

Definition: The percent of NXXs loaded and tested prior to the LERG effective date.

Exclusions: None

Business Rules: Data for the initial NXX(s) in a local calling area will be based on the LERG effective date or completion of the initial interconnection trunk group(s), whichever is longer. Data for additional NXXs in the local calling area will be based on the LERG effective date.


Calculation: Report Structure: (# of NXXs loaded and tested by LERG effective date ÷ total NXXs loaded and tested) * 100




Benchmark:

Parity



118. Average Delay Days for NXX Loading and Testing

Definition: Average calendar days from due date to completion date on company missed NXX orders.

Exclusions: None

Business Rules: Data for the initial NXX(s) in a local calling area will be based on the LERG effective date or completion of the initial interconnection trunk group(s), whichever is longer. Data for additional NXXs in the local calling area will be based on the LERG effective date.


Calculation: Report Structure: Σ(Completion Date – LERG effective date) ÷ Total SBC/Ameritech caused late orders




Benchmark:

Parity



119. Mean Time to Repair

Definition: Average duration of NXX trouble reports from the receipt of the customer trouble report to the time that the trouble report is cleared.

Exclusions: None

Business Rules: The start time is when the report is received. The stop time is when the trouble report is cleared. SBC/Ameritech will contact the CLEC to close the trouble.


Calculation: Report Structure: [Σ(Date and time trouble report is cleared with the customer – Date and time trouble report is received) ÷ (Total NXX trouble reports)]




Benchmark:

Parity



Bona Fide Request Process (BFRs)

120. Percentage of Requests Processed Within 30 Business Days

Definition: Percentage of Bona Ffide Rrequests processed within 30 business days.


Business Rules: The clock starts when SBC/Ameritech receives the application. The clock stops when SBC/Ameritech completes application processing.


Calculation: Report Structure: (# of number of requests processed within 30 days ÷ total requests) * 100



Benchmark: 90% within 30 business days = IN, MI, OH, WI., IL = Parity with SBC/Ameritech Aaffiliate.



121. Percentage of Quotes Provided for Authorized BFRs Within 45 Business Days

Definition: Percentage of quotes provided in response to authorized Bbona Ffide Rrequests (authorized preliminary analysis from CLEC) within 45 business days.


Business Rules: The clock starts when SBC/Ameritech receives the authorizationapplication. The clock stops when SBC/Ameritech responds back to the authorizationapplication request with a quote.


Calculation: Report Structure: (# of requests processed within 45 days ÷ total # of requests) * 100




Benchmark:

90% within 45 business days = IN, MI, OH, WI.; IL = Parity with SBC/Ameritech Aaffiliate




124. Timely Resolution of Significant Software Failures Related with Releases

Definition: Measures timely resolution of software errors after a Release that is having a significant impact on CLEC business activity.

Exclusions: Error where a workaround transparent to the CLEC is available (workaround in this sense does not include manual faxing to the LSC or any other action required by the CLEC) that is different from what would be required if the software had not failed.

Business Rules:

Software errors identified in production within two weeks of the release with no work-arounds that have a disabling affect on CLECs ability to conduct business. Significant or disabling effect on the CLEC is defined as an inability to pass to Ameritech, or receive back from Ameritech, order activity on more than 10% of the CLEC LSRs relative to normal work volumes. This impact will be viewed on a per CLEC basis, upon notification by the CLEC to the OSS Help Desk that they are impacted. Problem resolution time will start being measured from the time the problem is reported to the help desk to the time the software fix is implemented or a workaround that does not require the CLEC to do anything different from what would be required if the software had not failed is in place. For Tier 1 damages, the CLEC is responsible for reporting the problem to the OSS Help Desk in order for this measure to apply to the individual CLECs and will be paid to those identified with an impact of 10% or more as outlined above.


Calculation: Report Structure: (# Significant Software Failures resolved within 48 hours ÷ Total Significant Software Failures)*100

By CLEC, on an Ameritech Regional basis (non-state specific)

Measurement Type: IL IN MI OH WI Tier 1 High High Med High High


Benchmark: 95% completed within 48 hours or 2 days.




124.1 Test Environment Availability

Definition: Extent that the Joint Test Environment is actually available to CLECs.

Exclusions: • None

Business Rules: The total “Scheduled system available hours” is the cumulative number of hours during the reporting period that Ameritech has committed to provide CLECs access to the Joint Test Environment. “Hours functionality is available during the scheduled available hours” is the actual number of hours, during scheduled system available hours, during which the Joint Test Environment is actually available for testing purposes. The actual time available is divided by the scheduled time available and the result multiplied by 100 to produce the “Percent system availability” measure.

Scheduled system available hours is Monday through Friday, 8:00AM to 5:00PM CT (except as noticed to the industry via Accessible Letter). “Hours functionality is available during the scheduled available hours” is calculated from the date/time a CLEC reports its inability to access the Joint Test Environment to the date/time the reporting CLEC is able to access the Joint Test Environment, based on records maintained by Ameritech’s Joint Test Environment Availability Team.

Only situations where the inability of the CLEC to access the Joint Test Environment is confirmed to be due to a problem within the control of SBC Ameritech are to be included in this measure. Situations where a CLEC cannot access the Joint Test Environment due to problems outside the control of SBC Ameritech (e.g. internal CLEC network connectivity or performance issues) will not be included in this PM

Levels of Disaggregation: § Pre-Order § Order

Calculation: Report Structure: [(Hours functionality is available during the scheduled available hours) ÷ Scheduled system available hours] * 100

Reported on an aggregate CLEC basis and a Ameritech-region basis (non-state specific)

Measurement Type: IL IN MI OH WI Tier 1 None Med None None None

Tier 2 None Med None None None



Benchmark: Diagnostic in IL, MI, OH and WI In Indiana, By Commission Order of October 16, 2002 in Cause No. 41657, 98%



Additional Measures

MI 2. Percentage of Orders Given Jeopardy Notices Within 24 Hours of the Due Date

Definition: Percentage of Orders Given Jeopardy Notices within 24 hours of the Due Date measures the percentage of 870s sent less than 24 hours (1 day) prior to the due date.

Exclusions: • CLEC/End User Initiated Jeopardy Codes. • Weekends and Holidays. • Orders that fall into, or are completed thru, the FMOD process. • Orders received from CLEC and due on same day. • Jeopardy Notices sent on or after the due date.

Business Rules: An 870 is a jeopardy notice that is sent to the CLEC to notify them that an order’s due date is in jeopardy of being missed. Consider “24 hours” as 1 day. The measure is calculated using business days only (i.e., Monday-Friday). Unsolicited FOCs will be counted as Jeopardies.

Levels of Disaggregation: • Resale POTS

? Business class of service ? -- Field Work (FW) -- Non-Field Work (NFW)

Residence class of service -- Field Work (FW) -- Non-Field Work (NFW)

• Resale Specials ? -- Field Work (FW) -- Non-Field Work (NFW)

Unbundled Local Switching • Unbundled Loops -- Field Work (FW) ? -- Non-Field Work (NFW) With LNP ? Without LNP • UNE-Ps -- Field Work (FW)

-- Non-Field Work (NFW)




[(# of orders receiving an 870 within 24 hours of the order due date) /÷ (Total orders receiving an 870 in the report month)] * 100




Tier 1 - None Tier 2 - None

Benchmark: Less than or equal to 5% orders given jeopardy notices with 24 hours of the due date Diagnostic - Parity with Ameritech Retail

1. Wholesale-POTS/ Retail-POTS 2. Unbundled Loops/ POTS with FW 3. UNE-Ps/ Retail-POTS(ALL)



MI 3. Coordination Conversions Outside of Interval Started Within One Hour of the Scheduled Time

Definition: Coordinated Conversion Started Within One Hour of the Scheduled Timeoutside of Interval measures the number of coordinated unbundled loop cutovers started within one hour of the start scheduled time as a percentage of all coordinated unbundled loops completed in the reporting period.

Exclusions: • Orders for which the CLEC was not ready after the cutover was started. • Canceled orders.

Business Rules: A coordinated loop is any unbundled loop requiring coordination. The start date isdate is the date and time the central office/translations work begins. The scheduled time is the cutover date and time requested by the CLEC and found on the cutover schedule. The cutover is considered complete when the work is completed by SBC/Ameritech. The measure is counted in the period it is completed. The measure is counted on the first item of the first order (when related orders are involved) and then calculated by item based on the number of items on the order/orders. CHC orders, by definition, must consist of 1-24 lines, therefore this measure only includes orders with 1-24 lines

Levels of Disaggregation: Unbundled Loops

Calculation: Report Structure: # of cross connection started within one hour of the scheduled time / Total coordinated unbundled loops for reporting period






MI 4. Average Time to Provide a Collocation Arrangement

Definition: Average Time to Provide a Physical Collocation Arrangement measures the average elapsed time between the date a collocation COBO payment is received and the date the CLEC is notified that the physical node is completed, for the total number of physical nodes completed in the reporting period.

Exclusions: • Canceled orders. • Orders where the customer requested a due date beyond the contractual date. • CLEC-caused delays such as arranging final walk-through or accepting collocation space. If the CLEC has not submitted their fifty percent (50%) payment prior to the space being turned over, SBC/Ameritech will exclude the job from reporting.

Business Rules: The measure is calculated using calendar days. The receipt of a collocation COBO payment is indicative of a firm order. The clock is restarted if the CLEC modifies its request. Time between completion and node final walk through is not included in the completion interval calculation. . Ameritech will not be deemed to have completed work on a collocation cage until the cage is suitable for use by the CLEC and the cable assignment information necessary to use the facility has been provided to the CLEC.SBC/Ameritech will turn over the APOT with the notice of job completion if the CLEC has submitted their second fifty percent (50%) payment prior to the due date.

Levels of Disaggregation: Physical Collocation

Calculation: Report Structure: ∑[(Date Physical Node Is Complete) - (Date Collocation COBO Payment Is Received)] /÷ Total Physical Nodes Completed

Reported for CLEC, all CLECs, and SBC/Ameritech Affiliate





MI 5. Structure Requests Completed Outside of Interval

Definition: Structure Requests Completed Outside of Interval measures the number of requests to view SBC/Ameritech structure records that are not completed within the standard time interval as a percentage of requests completed in the reporting period.

Exclusions: Requests for SBC/Ameritech to perform record checks. Business Rules:

Structure includes poles, ducts, conduit and rights-of-way that are owned or controlled by SBC/Ameritech. The request is counted in the period in which the request is completed. Changes to the request will be deemed to be a new request and will result in a new date being established for the priority queue. Requests received after 12:00 noon Eastern Standard Time are considered received the following business day. Interval calculation is based on business days. Information Access includes requests for viewing (or copies). A field survey is a physical check of manholes and/or poles to determine availability of space for placing the attaching Party’s facilities. Make Ready is any construction work necessary to prepare SBC/Ameritech structure for attachment or occupancy by an attaching Party.

Levels of Disaggregation: • Information Access • Field Survey • Make Ready

Calculation: Report Structure: (# of Structure Requests Completed Outside of the Standard Time Interval /÷ Total Structure Requests Completed) * 100






MI 9. Percentage Missing FOCs

Definition: Percentage of FOCs that are not sent as compared to the total number of orders completedprocessed.

Exclusions: None

Business Rules: Total number of responses not sent as compared to the total number of orders completedprocessed. FOC responses not sent are identified by using a report that compares to completed orders that do not show FOC response in MorTel the Local Service Request (LSR) processing systems.

Levels of Disaggregation: • Resale • UNE (Loops, LNP, and LSNP) • UNE-P

Calculation: Report Structure: (# of missing FOC responses ÷ total orders completedprocessed ) * 100






MI 10. Percent Time-out Transactions

Definition: Percentage of Time-out messages received as compared to valid system responses

Exclusions: None

Business Rules: A count of the time-out messages, by interface, as compared to total number of queries processed.system responses (time-outs and valid responses).

Levels of Disaggregation: • Address Verification • Request for Telephone Number Assignment • Request for Customer Service Inquiry Record(CSI)<=30 lines • Service Feature Availability (EDI/Internet LSOG1 reported at the Company level • Dispatch Required – SBC/Ameritech combines “Service Appointment Scheduling” and

“Dispatch Required” functions for TCNETin the “Due Date Selection” query • PIC (EDI/Internet LSOG1 reported at the Company level) • DSL Loop QualificationActual Loop Makeup Information ? NC/NCI CFA Availability • Design Loop Makeup Information Service Appointment Scheduling (Due Date) – Reported in “Dispatch Required” for TCNET

Calculation: Report Structure: (# of Time Out Transactions ÷ Total Number of Queries processedSystem Responses) * 100






MI 11. Average Interface Outage Notification

Definition: The average time from the initial identification of an interface outage, to the notification of CLECs.

Exclusions: None

Business Rules: The time from initial identification of interfacenetwork outages to the time that email notification (to email distribution list) is sent by SBC/Ameritech.


Calculation: Report Structure: (Time interface outage is identified – Time notification is given)/Total interface outages in a period

Reported on an aggregatefor CLEC basis, all CLECs, and Ameritech Affiliate. Reported on a total wholesale basis across the SBC/Ameritech region (Company level reporting).





MI 12. Average Time to Clear Service Order Errors

Definition: The average time to clear service order errors (3E)

Exclusions: None

Business Rules: The average number of business days to clear 3E service order errors is calculated by the total number of days for all required for all 3E. This is calculated by totaling the duration from the date that an order went into the error condition to the date that the error was cleared.

Levels of Disaggregation: • Resale • UNE P

Calculation: Report Structure: (Date that an order went into error condition – The date that the error was cleared)/Total number of errors cleared



Benchmark: Parity



Replace with New PM MI 13 Proposal

MI 13. Percent Loss Notification Within One Hour of Service Order Completion

Definition: Percent notifications sent to the losing carrier (who lost the customer) within one hour of the completion notice sent to the new carrier.

Exclusions: Customers who switch between segments owned by the same carrier such as: ? Resale to UNE same carrier ? UNE to Resale, same carrier

Business Rules: The percentage of customer loss notifications sent to carriers where the elapsed timewithin the benchmark. Measured from the time that the completion notice (EDI 865 message) is transmitted to the new carrier to the time that the loss notification (EDI 836 message) is transmitted to the new carrier. is more than one hour.

Levels of Disaggregation: ? Resale ? UNE Loops ? LNP ? UNE-P

Calculation: Report Structure: (# of Loss Notification transactions sent within one hour ÷ total Loss Notifications sent) * 100



Benchmark: 95% within one hour




MI 13. Percent Mechanized Line Loss Notifications Returned Within One Day Of Work Completion

Definition: Percent mechanized line loss notifications returned within one business day of the completion of work.

Exclusions:

• Line Loss Notifications that are delayed due to a CLEC cause that prevents SBC/Ameritech from completing the order and thus sending the line loss notification

Business Rules:

Days are calculated by subtracting the date the line loss notification was sent/made available to the CLEC from the work completion date. The date that the last service order associated with the LSR is provisioned is the work completion date. The calculation is based on business days, using a full 24-hour day. This includes all product/ordering scenarios for which loss notifications are to be sent according to the information documented on the CLEC OnLine website. Where CLEC accesses SBC/Ameritech – LEC’s systems using a Service Bureau Provider, the measurement of SBC/Ameritech – LEC’s performance shall not include Service Bureau Provider processing, availability or response times. Calculation of the number of days between the day of work completion and the day line loss notification was sent/made available to the CLEC will exclude non-system processing days as documented on CLEC OnLine or communicated in advance via accessible letter


None Calculation: Report Structure:

(# of mechanized line loss notifications returned to the CLEC within 1 day of work completion ÷ total line loss notifications) * 100



Tier 1 Low Low Med Low Low Tier 2 Low Low Med Low Low Benchmark:

97%




MI 13.1 Average Delay Days For Mechanized Line Loss Notifications

Definition: Average business days from completion of work to the date the line loss notification was sent/made available to the CLEC for line loss notifications that miss the standard of one business day.

Exclusions: • Line Loss Notifications that are delayed due to a CLEC cause that prevents

SBC/Ameritech from completing the order and thus sending the line loss notification Business Rules:

Days are calculated by subtracting the date the line loss notification was sent/made available to the CLEC from the work completion date. The date that the last service order associated with the LSR is provisioned is the work completion date. The calculation is based on business days, using a full 24-hour day. Only those notifications that were sent/made available outside the one business day standard are included in this measure.

This measure includes all product/ordering scenarios for which loss notifications are to be sent according to the business rules documented on CLEC OnLine website.

Where CLEC accesses SBC/Ameritech – LEC’s systems using a Service Bureau Provider, the measurement of SBC/Ameritech – LEC’s performance shall not include Service Bureau Provider processing, availability or response time.

Calculation of the number of days between the day of work completion and the day line loss notification was sent/made available to the CLEC will exclude non-system processing days as documented on CLEC On-Line or communicated in advance via accessible letter. Levels of Disaggregation:

None Calculation Report Structure:

Σ(Work completion date for line loss notifications sent outside the standard – Date LLN sent/made) ÷ (total line loss notifications sent outside the standard)


Measurement Type: Tier 1 - None

Tier 2 - None Benchmark:

Diagnostic



MI 14. Percent Completion Notifications Returned Within “X” Hours of

Completion of Maintenance Trouble Ticket

Definition: Percent mechanized completions returned within “X” hours of completion of the trouble tickets.

Exclusions: None

• Reports for which the trouble is attributable to the SBC/Ameritech network (unless SBC/Ameritech had knowledge of the trouble prior to the due date.

• IDLC (pair gain systems) identified on or before the due date. • Non-measured reports (CPE, Interexchange, and Information reports

Business Rules: The elapsed time for a completion notice to be sent to the CLEC from the time that the trouble ticket is closed in WFA or LMOS.the Ameritech Work and Force Management System. For trouble reports that are submitted electronically – the time from the close of the trouble in WFA or LMOS to the time that the completion status is made available to the CLEC (via EBTA). For orders, which are submitted manually – the time from the close in the WFA or LMOS systems to the time, that completion notice report is faxed to the CLEC. This is based on a process whereby previous day troubles are faxed to CLECs. The CLEC must provide a FAX number to SBC/Ameritech.

Levels of Disaggregation: • Resale

-- Manual - Next Day -- Electronic < 21 hours

• UNE Loops -- Manual - Next Day

-- Electronic <21 hours • UNE P

-- Manual - Next day --b Electronic <21 hours

Calculation: Report Structure: (# of completions returned to CLEC within X hours ÷ total completions) * 100


Measurement Type: Tier 1 – Low w/CapNone Tier 2 – None

Benchmark: 95% w/in the specified interval.



MI 15 Change Management

Definition: Change management measures timeliness of change notifications for final requirements to implementation as defined and agreed upon in the SBC Competitive Local Exchange Carrier (CLEC) 13-State Interface Change Management Process (“CMP”). Interfaces to which this measure applies also will be defined in the CMP...

Exclusions: • Clarification Notes. • Any Approved Exceptions. • Emergency Situations • Regulatory Mandated Changes ? Transition Items – Interface changes, introductions, and/or retirements underway previous to the implementation of this measure, where notification can not be provided to the CLECs by required timeframe.

Business Rules: Calendar Days is to be used in the calculation of this measure. Notification is received when the Final Release Requirements are noticed to CLECs via an Accessible Letter. Calculation is based on the number of Notifications made within the reporting period (the denominator), with the numerator being the number of those Notifications issued “X” days or more in advance of the announced implementation date.

Levels of Disaggregation: Changes to Existing Interfaces

• Gateway >110 days • GUI >14 days

Introductions of New Interfaces • Gateway >110 days • GUI > 14 days

Retirements of Existing Interfaces -- Wholesale Interfaces • Gateway >24 months • GUI >12 months

Calculation: Report Structure: (Number of Notifications issued on time) /÷ (Number of NotificationsChanges Implemented in the reporting period) * 100

Reported on an SBC/Ameritech regional basis (non-state specific).for all CLECs, and SBC/Ameritech Affiliate. Reported at the Company level.



Measurement Type: Tier 1 – None Tier 2 – None IL IN MI OH WI

Tier 1 – None Med None None None Tier 2 – Low Med Low Low Low Remedies apply to only Gateway Changes and Introductions disaggregations. The Indiana Commission ordered, in Cause No. 41657 on October 16, 2002, remedies would apply at Tier 1, and that remedies would be at Medium.

Benchmark: >95% or greater notices should be on-timeon time as defined by the advance notification intervals for Final Requirements for each disaggregation as defined in the SBC Competitive Local Exchange Carrier (CLEC) 13-State Interface Change Management Process (“CMP”) found at based on group and category

https://clec.sbc.com/clec/ Click on Gold bar "Change Management Process" Click on SBC All Regions then scroll down to: SBC Competitive Local Exchange Carrier (CLEC) 13-State Interface Change Management Process

This measurement is DRAFT and subject to finalization of the regional (13-state) change management process. The Indiana Commission ordered, on October 16, 2002 in Cause No. 41657, that change notifications for final requirements for Billing systems must be included in this performance measure. As no notifications standards have been defined through the CMP for Billing requirements notifications as of the filing of this PM for Indiana Commission approval, Billing requirements notifications cannot be included. Such notification will be included upon the definition of and agreement to notification standards in the CMP.



MI 16 Percentage Rejected Query Notices

Definition: Percentage of queries requested that are returned as rejected for reasons other than that the input data is incorrect or inaccurate. These rejected query notices indicate a problem with the interface other than timed out transactions (measured separately).

Exclusions: None

Business Rules: Total number of Rejected Query Notices sent as compared to the total number of Queries processed.

Levels of Disaggregation: • Address Verification

? Request for Telephone Number Request for Customer Service Record ? Service Feature Availability (EDI/Internet LSOG1 reported at the Company level

? Dispatch Required – SBC/Ameritech combines “Service Appointment Scheduling” and “Dispatch Required” functions in the “Due Date Selection” query

? PIC (EDI/Internet LSOG1 reported at the Company level) ? DSL Loop Qualification ? NC/NCI ? CFA Availability • Telephone Number Assignment • Customer Service Inquiry (CSI)<=30 lines • Service Availability • Dispatch Required – SBC/Ameritech combines “Service Appointment Scheduling” and

“Dispatch Required” functions for TCNET • PIC • Actual Loop Makeup Information • Design Loop Makeup Information • Service Appointment Scheduling (Due Date) – Reported in “Dispatch Required” for

TCNET

Calculation: Report Structure: (# rejected query notices ÷ / total number of queries processed ) * 100



Benchmark:



Diagnostic



WI 1 Percent No Access – UNE Loops Provisioning

Definition: Percent of Field Work (FW) orders with a status of “No Access.”

Exclusions: • CLEC caused misses. (customer requests later date, other customer reasons, - customer not

ready). • All orders that are not N, T, or C. • No Field Work.

Business Rules: SBC/Ameritech personnel set the “No Access” indicator when access cannot be obtained to the customer’s premises. Order must be Completed.


Calculation: Report Structure: (# of orders that are No Access ÷ Total Field Work orders) * 100



Benchmark: UNE Field Work Parity compared to SBC/Ameritech Field Work (N, T, and C order types - Res and Bus Combined).



WI 2 Percent No Access (Percent of Trouble Reports with No Access) – UNE Loops

Definition: Percentage of dispatched customer trouble reports with a status of “No Access.”


report is open. • Reports caused by customer provided equipment (CPE) or wiring. • Reports that are not dispatched.

Business Rules: SBC/Ameritech personnel set the “No Access” indicator when access cannot be obtained at the customer’s premises. Reports are counted the month they are closed.


Calculation: Report Structure: (# of trouble reports with a status of “No Access” ÷/ Total dispatched customer trouble reports) * 100



Benchmark: UNE Field Work Parity compared to SBC/Ameritech Field Work (N, T, and C order types - Res and Bus Combined).



WI 9 Percent Facility Modification Orders

Definition: Percentage of orders requiring Facility Modification

Exclusions: Orders not requiring Facility modification notification.

Business Rules: The total number of orders requiring facility modification reflected as a percentage of all orders completed in the period. . (DSL with Lineshare orders do not utilize the FMOD process.)

Levels of Disaggregation: • 8.0 dB Loops

-- With Test Access -- Without Test Access NOTE: The Ameritech comparable to the 9dB loop with test access is the basic 2-wire POTS loop. Acceptable dB level varies by state.

• BRI Loop With Test Access • DS1 Loop With Test Access • Dedicated Transport

-- DS1 -- DS3

• Dark Fiber • DSL Loops

-- With Line Sharing -- No Line Sharing

Calculation: Report Structure: (# of FMOD UNEs/ ÷ Total UNEs installed ) *100






CLEC WI 1 Average Delay in Original FOCs Due Dates Due to Delay Notices (Issue F)

Definition: Measures average amount of delay from original FOC due dates to date of actual provisioning for all FOCs that are delayed.

Exclusions: None

Business Rules: Measured from original FOC due date.


Calculation: Report Structure: (Actual completion date – original FOC due date) ÷ /(Total number of orders with delay notices)






CLEC WI 4 Accuracy of Processing CLEC Corrections Based on Review of Directory Information (Issue L)

Definition: Measures number of errors in final review and in printed directory that were not corrected after notice by CLEC of needed correction.

Exclusions: Listings with incorrect information submitted by CLEC.

Business Rules: Directory listings are submitted for a first review (first pre-BOC), and then after corrections are made, for a final review (second pre-BOC) prior to publication. The first pre-BOC will be provided 45 calendar days in advance of the directory close date. The second pre-BOC, if requested, will be provided 15 calendar days in advance of directory close. CLECs will be required to request the second pre-BOC 30 calendar days before the directory close date. In order for changes from the first pre-BOC to be entered on the second pre-BOC, CLECs must provide those changes not less than 4 business days before the delivery of the second pre-BOC. This is measured on a per-book basis.

Levels of Disaggregation: • First Pre-BOC • Second Pre-BOC

Calculation: Report Structure: (# of listings without errors after correction requested ÷/ Total updates submitted) *100

Reported for CLEC, all CLECs for facility-based providers, and SBC/Ameritech Affiliate.

Measurement Type: If the benchmark is not met for corrections requested after the first review, the $200 charge for the second pre-BOC will be waived by AAS. If the Benchmark is not met for corrections requested after the second pre-BOC, the remedy will be –


Tier 2 None None None None None

Benchmark: For corrections requested in the review of the fFirst pre-BOC 95% must be corrected in the second pre-BOC For corrections noted in the review of the second pre-BOC 99% of those corrections requested initially must be corrected in the final published directory.



CLEC WI 5 Percentage of protectors not moved after technician visit (Issue O)

Definition: Measures the percentage of times that a CLEC has to call SBC/Ameritech to replace a protector with a NID and move it to the outside of the house, where there has been an SBC/Ameritech technician at the premises within the last 30 days.

Exclusions: None

Business Rules: If a CLEC is required to call SBC/Ameritech to replace a protector with a NID and move it to the outside of a structure when SBC/Ameritech has worked at that premises within 30 days of the report.


Calculation: Report Structure: (Total number of CLEC service calls to move a NID/ ÷ Number of CLEC calls to move a NID where an SBC/Ameritech technician had been on site within the last 30 days) *100

Reported for CLEC, and all CLECs



Benchmark:

Less than 3%.



CLEC WI 6 FMOD Process: Percent Form A Received Within the Interval Ordered by the Commission.

Definition: Measures the percentage of FMOD orders where Form A is issued within the interval ordered by the Commission.

Exclusions: • Weekends and Holidays • Loop Qualified Orders requiring modification

Business Rules: Under the revised FMOD policy issued 10/27, the FMOD process commences with Form A being issued by SBC/Ameritech. Form A must be received by the CLEC within the interval ordered by the Commission. MMeasured from date and time of initial FOC to send time of Form A. Calculation reflects a 24-hour rolling clock, hours between 12:00 a.m. Monday and 11:59 p.m. Friday. (DSL with Lineshare orders do not utilize the FMOD process.)




-- DS1 -- DS3


-- With Line Sharing -- No Line Sharing Calculation: Report Structure:

(# of FMOD orders where Form A issued within 24 hours/ ÷ Total # FMOD orders) * 100






Benchmark:

95 %



CLEC WI 7 FMOD Process: Percent Forms B, C, D, and E Received Within 72 Hours of Form A

Definition: Measures the percentage of FMOD orders where Forms B, C, D, and/or E are issued within 72 hours of Form A.

Exclusions: • Weekends and Holidays • Loop Qualified Orders requiring modification.

Business Rules: Measured from issuance of form A to receipt of Form B, C, D, and/or E. . Calculation reflects a 24-hour rolling clock, hours between 12:00 a.m. Monday and 11:59 p.m. Friday. (DSL with Lineshare orders do not utilize the FMOD process.)



NOTE: The Ameritech comparable to the 9dB loop with test access is the basic 2-wire POTS loop. Acceptable dB level varies by state.


-- DS1 -- DS3



NOTE: The above disaggregations are also reported for: • Form B • Form C • Form D • Form E




(# of FMOD orders where Form B, C, D, E issued within 72 hours ÷ / Total # FMOD orders) * 100




Benchmark:

95%



CLEC WI 8 FMOD Process: Form B - Percent Return FOC with New Due Date Returned Within 24 Hours

Definition: Form B is for Complex modifications. This measures the percent of time SBC/Ameritech issues the FOC with the new due date within: (a) 24 hours of SBC/Ameritech’s receipt of the CLEC authorization of the complex modification charges; or (b)B) if no confirmation of Form B is required from the CLEC, within 24 hours of Form B being sent.

Exclusions: § FMOD orders resulting in Forms C, D, and E. § Loop Qualified Orders requiring modification § Weekends and Holidays

Business Rules: Measured from the time that SBC/Ameritech receives the authorization of charges by the CLEC via Form B. Calculation reflects a 24-hour rolling clock, hours between 12:00 a.m. Monday and 11:59 p.m. Friday. (DSL with Lineshare orders do not utilize the FMOD process.)




-- DS1 -- DS3


-- With Line Sharing -- No Line Sharing Calculation: Report Structure:

(# of FMOD orders where Form B, issued and FOC with new due date returned within 24 hours ÷ /Total # FMOD orders where form B issued) * 100






Benchmark:

95%



CLEC WI 9 FMOD Process: Form C Percent Form CReturn Quote Returend Within the Interval Ordered by the Commission

Definition: Form C involves orders where provisioning is through ILDC or RSU. This measures the percentage of orders involving Form C where SBC/Ameritech returns the quote for the work within the interval ordered by the Commission.

Exclusions: FMOD orders resulting in Forms B, D or E.

Business Rules: ? Measured from the time Form C is acceptedissued. For lLoop qualified orders requiring modification. (DSL with Lineshare orders do not utilize the FMOD process.)


• 8.0 dB Loops -- With Test Access -- Without Test Access NOTE: The Ameritech comparable to the 9dB loop with test access is the basic 2-wire POTS loop. Acceptable dB level varies by state.


-- DS1 -- DS3



Calculation: Report Structure: (# of FMOD orders where Form C acceptedissued and quote issued within 30 calendar days ÷ /Total # FMOD orders where form C acceptedissued) * 100






Benchmark: 95%



CLEC WI 11 FMOD Forms B, C, D, Percentage of Due Dates Met

Definition: Measures the percentage of due dates met when FMOD process invoked

Exclusions: • Weekends and Holidays • Loop Qualified Orders requiring modification

Business Rules: Based on the first revised due date. Subsequent modifications to the due date will count as a missed due date. Calculation reflects a 24-hour rolling clock, hours between 12:00 a.m. Monday and 11:59 p.m. Friday (DSL with Lineshare orders do not utilize the FMOD process.)





-- DS1 -- DS3



NOTE: The above disaggregations are also reported for:

• Form B • Form C • Form D


(# of FMOD orders with missed revised due datesmet ÷ /Total # FMOD orders) * 100






Benchmark:

Parity: Retail Comparison:

• 8.0 dB Loops POTS (Res/Bus and FW) -- With Test Access -- Without Test Access


• BRI Loop With Test Access ISDN BRI • DS1 Loop With Test Access DS1 & ISDN PRI • Dedicated Transport

-- DS1 DS1 -- DS3 DS3

• Dark Fiber DS3 • DSL Loops

-- With Line Sharing Parity with SBC/Ameritech Affiliate -- No Line Sharing 5% (No critical z-value applies)

NOTE: The above disaggregations are also reported for:

• Form B • Form C • Form D



IN 1 Percent Loop Acceptance Testing (LAT) Completed on or Prior to the Completion Date

Definition: Percent Loop Acceptance Test (LAT) completed on or prior to the completion date of the order.

Exclusions: § Orders where LAT not requested § LAT requests when the CLEC is not authorized to seek LATs § Orders where CLEC causes delay in the LAT

Business Rules: Loop Acceptance Test is where an AIT SBC/Ameritech Technician (Frame/Field as appropriate) is requested via an LSR to complete a Loop Acceptance Test. Loop Acceptance Test is completed on or before order completion date. The AITSBC/Ameritech Technician will contact the CLEC via the LOC. The Tech will complete a series of tests with the CLEC to validate continuity of the loop for acceptance by the CLEC. This measure will include canceled orders where

• the LAT was completed and the CLEC chose not to accept the loop • the cancel was due to an SBC/Ameritech cause after the due date but prior to the

LAT


DSL Loops without Line Sharing Calculation: Report Structure:

( Orders where LAT was requested and performed on or before the Completion Date/ ÷ Total # of Orders where LAT was requested)*100





90% LAT on or before the Completion Date



PERFORMANCE MEASUREMENTSATTACHMENTS Appendix One Delete and Move to CLEC PM Online

Subsequent Due Date Indicator Added to the service order whenever the due date is changed. Order can carry multiple codes. Company delay code overrides subscriber delay code. Subscriber (customer) Reasons:

SA No Access SL Subscriber requests later date SP Subscriber requests earlier date SR Subscriber not ready

Company (Ameritech) Reasons: CA Assignment office CB Residence/Business office CF Lack of Facilities (outside plant or buried service wires) CL Work Load CN Not Coded CR Translations CS Switching CX Other Company Reasons



Attachment One –

Advanced and Nascent Services NOTE: This attachment is not applicable in Indiana, as the Indiana Commission included this attachment, with their own changes, into the Remedy plan ordered on October 16, 2002.

1.0 In order to ensure parity and benchmark performance where CLECs order low volumes of advanced and nascent services, Ameritech will make increased voluntary payments to the Illinois State Treasury on those measurements listed under “Qualifying Measurements” below. Such increased voluntary payments will only apply when there are more than 10 and less than 100 observations for a Qualifying Measurement on average statewide for a three-month period with respect to the following order categories:

2.0 The following are the qualifying sub-measures (if within a qualifying measurement):

• UNE loop and port combinations; • resold ISDN; • ISDN UNE loop and port combinations; • BRI loop with test access; and • DSL loops.

3.0 Qualifying Measurements:

Provisioning Measurements:

• PMs 29, 45, 58 – Percent Ameritech Caused Missed Due Dates • PMs 28, 44, 56 – Percent Installs Completed Within Customer Requested Due Date • PMs 35, 46, 59 – Installation Trouble Reports Within “X” Days • PMs 27, 43, 56 – Mean Installation Interval • PMs 32, 49, 62 – Average Delay Days for Ameritech Caused Missed Due Dates • PM 55.1 – Average Installation Interval – DSL • PM 1.1 – Average Response Time for Loop Qualification Information

Maintenance Measurements:

• PMs 38, 66 – % Missed Repair Commitments • PMs 41, 53, 69 – % Repeat Reports • PMs 39, 52, 67 – Mean Time to Restore • PMs 37.1, 54.1, 65.1 – Trouble Report Rate

4.0 The increased voluntary payments referenced in section 1.0 will be made only if Ameritech fails to provide parity or benchmark service for the above measurements as determined by the use (where appropriate) of the Modified Z-test and a Critical Z-value for either:



• 3 consecutive months; or • 6 months or more in a calendar year.

5.0 The increased voluntary payments will only be calculated on the rolling average of occurrences or measurements, as appropriate, where Ameritech has failed to provide parity or benchmark performance for 3 consecutive months. If Ameritech fails to provide parity or benchmark performance in Illinois for 6 or more months in a calendar year, the increased voluntary payments will be calculated as if all such months were missed consecutively.

6.0 If, for the three months that are utilized to calculate the rolling average, there were 100 observations or more on average for the qualifying measurement or sub-measurement, then no increased voluntary payments will be made to the Illinois State Treasury. However, if during this same time frame there either is (i) an average of more than 10 but less than 100 observations for a qualifying sub-measure on a statewide basis or (ii) an average of more than 10 but less than 100 for a non-qualifying sub-measure within a qualifying measure where the measure’s average is more than 10 but less than 100 observations, then Ameritech shall calculate the payments to be made in addition to the normal payment to the Illinois State Treasury by first applying the normal Tier 2 assessment calculation methodology to that qualifying measurement, and then doubling (multiplying by 2) that amount. The effect of this calculation results in total payment being made at three times the normal amount alone.

7.0 Any payments made hereunder shall be subject to the annual threshold set forth in the remedy plan.



Attachment Two

Performance Measures with Remedy Limits (Refer to Remedy Plan - Appendix 3) Measurements That Are Subject to Per Occurrence Damages or Assessment With a Cap

1. Percent Response Received Within "X" Seconds – OSS Interfaces (PM 2) 1.2.Percent Firm Order Confirmations (FOCs) Received Within "X" Hours/Days (PM 5) 2.3.3. Percent Mechanized Completions Returned Within One Day of Work Completion (PM

7.1) 3.4.4. Percent Rejects Returned Within "“X"” Hours (PM 10) 4.5.5. Mechanized Provisioning Accuracy (PM 12) 5.6.6. Order Process Percent Flow Through (PM 13) 6.7.7. Percent of Accurate and Complete Formatted Mechanized Bills Via EDI or BDT (PM

15). 7.8.8. Percent of Usage Records Transmitted Correctly (PM 16) 8.9.9. Billing Completeness (PM 17) 9.10. Billing Timeliness (Wholesale Bill) (PM 18) 10.11. Percent Trunk Blockage (Call Blockage) (PM 70) 12. Percent Completion Notifications Returned Within ‘X’ Hours of Completion of Maintenance

Trouble Ticket (PM MI14) Measurements That Are Subject To Per Measure Damages or Assessments

1. 1. OSS Interface Availability (PM 4) 2. 2. Local Service Center (LSC) Grade Of Service (GOS) (PM 22) 3. 3. Local Operations Center (LOC) Grade of Service (GOS) (PM 25) 4. 4. Common Transport Trunk Blockage (PM 71) 5. 5. Directory Assistance Average Speed of Answer (PM 80) 6. 6. Operator Services Speed of Answer (PM 82) 7. 7. Percent NXXs Loaded and Tested Prior to the LERG Effective Date (PM 117) 8. 8. Percentage of Quotes Provided for Authorized BFRs Within 45 Business Days (PM

121)



Appendix Two Delete and Move to CLEC PM Online

Excluded Disposition Codes

110* Public Utility: Applies when trouble reports are entered and/or closed in LMOS

due to a Public Utility Commission mandate. 111* Service Order: Applies when a trouble report is received up to and including the

due date of the service order. 112* Business Office Referrals: Applies when a customer is referred to the Business

Office for resolution. Reasons for referrals are billing complaints, customer not paying for feature, or wire reroutes requiring service order.

113* Customer Requests: Applies when a customer requests directories, information

for party line codes, verify busy, verify PIC, miscellaneous information, etc. 114* Other: Applies when a customer reports wires down and poles down/broken,

etc., that are not the property of AOC. It includes requests for cable locates, disconnect drop temporarily, and trouble reports received on disconnected lines, denied lines or after investigation the wrong number was reported.

115* Preventative Maintenance: Applies when trouble reports are closed out in

accordance with the Preventative Maintenance Procedure. 119* Receipt to Screen sales. Applies when a customer calls repair for information on

a product, feature or service that is provided by Ameritech, and the MA makes the sale.



Excluded Disposition Codes (Continued)

120* Suppresser (Noise) – Billable: Applies when the technician places a suppresser

on the customer’s side of the Network Interface Device. The customer is billed. 121* Non-Regulated Premises Wire/Jack – Billable: Applies when the technician

sectionalizes, and/or isolates, and/or repairs non-regulated trouble found in the premises wire or jack. Includes all wire/equipment past the Network Interface Device. Also, includes malicious damage billing that is not covered under a maintenance contract and charges for replacing nonstandard wire not covered under a maintenance contract. Billing is levied.

122* Non-Regulated CPE – Billable: Applies when the technician isolates the trouble

into CPE, such as telephone set, answering set, P-Phone/ISDN console, power plants. Includes receiver off hook conditions. The customer does not participate in a maintenance contract. Billing is levied.

123* Return Visit – Billable: Applies when a customer covered under a maintenance

plan requests a return visit for a circumstance not covered by the plan. 124* Customer Not Home – Trouble to Customer Side of NI/DEMARC – Billable:

Applies when the technician sectionalizes the trouble to the customer’s side of the Network Interface Device (NID) or demarcation point and the customer is not home. The customer does not have a maintenance contract. Billing is levied.

125* Customer Cancels Dispatch Technician On Premises – Billable: Applies when the

trouble report is canceled by the customer when the technician arrives at the premises and the purpose of the visit was non-regulated. The customer does not participate in a maintenance contract. Billing is levied.

126* Other – Billable: Applies when the trouble report is of a miscellaneous nature and

does not apply to other categories. The customer does not participate in a maintenance contract. Billing is levied.




128* Premises Work Charge – Billable: Applies when the technician repairs non-regulated trouble found in premises wire and/or jacks. Customer has a Linebacker plan but does not have a wire maintenance plan (Indiana only). Also applies in states that have multiple types of contracts that are not covered for non-regulated work (Ohio). The customer is billed.

129* Non-Complex Business CPE – Billable: Applies when the technician isolates the

trouble into Non-Complex Business CPE, such as telephone set, answering set, etc. Includes receiver off hook conditions and cord sales/ replacement. The customer does not participate in a maintenance contract. Non-Complex RVC billed.

130* Suppresser (Noise) – Non-Billable: Applies when the technician places a

suppresser on the customer’s side of the Network Interface Device (NID). The customer is not billed.

131* Non-Regulated Premises Wire/Jack – Non-Billable: Applies when the technician

sectionalizes, and/or isolates, and/or repairs non-regulated trouble found in the premises wire or jack. The customer participates in maintenance contract.

132* Non-Regulated CPE – Non-Billable: Applies when the technician isolates the

trouble into CPE, such as telephone set, answering set, P-Phone/ISDN console, power plants. Includes receiver off hook conditions. The customer participates in a maintenance contract. Can also apply for loaner sets, set deliveries or trouble that is found to be in Ameritech branded CPE (no dispatch).

133* Company Reason – Non-Billable: Applies when the trouble is isolated in the

customer’s facilities and customer does not have a Network Interface Device. 134* Customer Not Home – Trouble to Customer’s Side of NI/DEMARC – Non-

Billable: Applies when the technician sectionalizes the trouble to the customer’s side of the Network Interface Device or demarcation point and the customer is not home. Customer participates in a maintenance contract.




135* Customer Cancels Dispatch Technician On Premises – Non-Billable: Applies

when the trouble report is canceled by the customer when the technician arrives at the premises and the purpose of the visit was non-regulated. The customer participates in a maintenance contract.

136* Other – Non-Billable: Applies when the trouble report is of a miscellaneous

nature and does not apply to other categories. The customer participates in a maintenance contract.

137* Customer Action, No Dispatch – Non-Billable: Applies when the trouble report

is the result of customer error or misuse of equipment, prior to dispatch. Trouble report is not dispatched. It also includes trouble report tested and indicates vendor or inter-exchange carrier trouble. Also includes when the customer cancels the report when trouble is still on the line.

139* 2PIC: Applies when the customer is provided information related to 2PIC

011503 SBC/Ameritech

SCHEDULE 2

Agreed-To Measurement Changes – 2002 Six-Month Review

PM Number and Name Planned Implementation Date Is No Later Than X Results

Month After Filing where X = First, Second or Third

1.1 Average Response Time For Manual Loop Make-Up Information First

1.2 Accuracy Of Actual Loop Makeup Information Provided For DSL Orders (Reporting of PM 1.2 Suspended Upon Implementation of PM 1.3)

Second

1.3 Accuracy Of Actual Loop Makeup Information Provided For DSL Orders Second

2 Percent Responses Received Within “X” Seconds – OSS Interfaces Second

4 OSS Interface Availability First

5 Percent Firm Order Confirmations (FOCs) Returned Within “X” Hours/Days Third

5.2 Percent Of Unsolicited FOCs By Reason Code First

6 Average Time To Return FOC Third

7 Percent Mechanized Completions Returned Within One Hour Of Completion In Ordering Systems

First

7.1 Percent Mechanized Completions Returned Within One Day Of Work Completion First

8 Average Time To Return Mechanized Completions First

9 Percent Rejects First

10 Percent Mechanized Rejects Returned Within One Hour Of Receipt Of Reject In MOR (Note - Measure Title Also Changes To ‘Percent Rejects Returned Within “X” Hours’)

Third

10.1 Percent Mechanized Rejects Returned Within One Hour Of Receipt Of Order (This Measure Deleted)

Third

10.2 Percent Manual Rejects Received Electronically And Returned Within Five Hours (This Measure Deleted)

Third

10.3 Percent Manual Rejects Received Manually And Returned Within Five Hours (This Measure Deleted)

Third

10.4 Percentage Of Orders Given Jeopardy Notices Second

11 Mean Time To Return Mechanized Rejects(Also Measure Title Changes To ‘Mean Time To Return Rejects’)

Third

11.1 Mean Time To Return Manual Rejects That Are Received Via An Electronic Interface (This Measure Deleted)

Third

11.2 Mean Time To Return Manual Rejects That Are Received Through The Manual Process (This Measure Deleted)

Third

12 Mechanized Provisioning Accuracy First

13 Order Process Percent Flow Through First

13.1 Total Order Process Percent Flow Through First

14 Billing Accuracy First

15 Percent Of Accurate And Complete Formatted Mechanized Bills Via EDI And BDT First

16 Percent Of Usage Records Transmitted Correctly First





17 Billing Completeness Second

18 Billing Timeliness (Wholesale Bill) First

19 Daily Usage Feed Timeliness First

20 Unbillable Usage First

21.1 Average Time Placed On Hold At LSC First

22 Local Service Center (LSC) Grade Of Service (GOS) First

22.1 Mechanized Customer Production Support Center (MCPSC) Grade of Service (GOS) (New Measure)

First

24.1 Average Time Placed On Hold At LOC First

25 Local Operations Center (LOC) Grade Of Service (GOS) First

27 Mean Installation Interval First

28 Percent POTS/UNE-P Installations Completed Within The Customer-Requested Due Date

First

29 Percent SBC/Ameritech-Caused Missed Due Dates Second

30 Percent SBC/Ameritech-Caused Missed Due Dates Due To Lack Of Facilities Second

31 Average Delay Days For SBC/Ameritech-Caused Missed Due Dates Due To Lack Of Facilities

First

32 Average Delay Days For SBC/Ameritech-Caused Missed Due Dates Second

33 Percent SBC/Ameritech-Caused Missed Due Dates > 30 Days Second

35 Percent Trouble Reports Within 30 Days (I-30) of Installation First

35.1 Percent UNE-P Trouble Reports On The Completion Date (New Measure) First

37 Trouble Report Rate First

37.1 Trouble Report Rate Net of Installation and Repeat Reports First

38 Percent Missed Repair Commitments First

39 Receipt To Clear Duration First

40 Percent Out Of Service (OOS) < 24 Hours First

41 Percent Repeat Reports First

42 Percent No Access (Percent Of Trouble Reports With No Access) First

43 Average Installation Interval Second

44 Percent Specials Installations Completed Within Customer-Requested Due Date Second

45 Percent SBC/Ameritech-Caused Missed Due Dates Second

46 Percent Trouble Reports Within 30 Days (I-30) Of Installation Third

47 Percent SBC/Ameritech-Caused Missed Due Dates Due To Lack Of Facilities Second


First

49 Average Delay Days For SBC/Ameritech-Caused Missed Due Dates Second





50 Percent SBC/Ameritech-Caused Missed Due Dates > 30 Days Second

52 Mean Time To Restore First

53 Percent Repeat Reports First

54 Failure Frequency First

54.1 Trouble Report Rate Net Of Installation And Repeat Reports Second

55 Average Installation Interval Third

55.1 Average Installation Interval – DSL (This Measure Deleted) Third

55.2 Average Installation Interval For Loop With LNP First

55.3 Percent DSL-Capable Loop Orders Requiring The Removal Of Load Coils And/Or Repeaters

First

56 Percent Installations Completed Within Customer-Requested Due Date First

56.1 Percent Installations Completed Within Customer-Requested Due Date For Loop With LNP

First

58 Percent SBC/Ameritech-Caused Missed Due Dates Third

59 Percent Trouble Reports Within 30 Days (I-30) of Installation Third

60 Percent SBC/Ameritech-Caused Missed Due Dates Due To Lack Of Facilities Third


Third

62 Average Delay Days For SBC/Ameritech-Caused Missed Due Dates Third

63 Percent SBC/Ameritech-Caused Missed Due Dates > 30 Days Third

65 Trouble Report Rate Third

65.1 Trouble Report Rate Net Of Installation And Repeat Reports Third

66 Percent Missed Repair Commitments First

67 Mean Time To Restore Third

68 Percent Out Of Service (OOS) > 24 Hours First

69 Percent Repeat Reports Third

70 Percentage Of Trunk Blockage (Call Blockage) First

70.1 Trunk Blockage Exclusions First

70.2 Percentage Of Trunk Blockage (Trunk Groups) First

71 Common Transport Trunk Group Blockage First

73 Percentage Installations Completed Within Customer Requested Due Dates – Interconnection Trunks

Second

74 Average Delay Days For SBC/Ameritech-Caused Missed Due Dates – Interconnection Trunks

Second

75 Percentage SBC/Ameritech-Caused Missed Due Dates > 30 Days – Interconnection Trunks

Second

76 Average Trunk Restoration Interval – Interconnection Trunks First





77 Average Trunk Restoration Interval For Service-Affecting Trunk Groups First

78 Average Interconnection Trunk Installation Interval Second

79 Directory Assistance Grade Of Service First

80 Directory Assistance Speed Of Answer First

81 Operator Services Grade Of Service First

82 Operator Services Speed Of Answer First

83 Percentage Of Calls Abandoned First

91 Percentage Of LNP Only Orders Within The Customer Requested Due Date Second

92 Percentage Of Time The Old Service Provider Releases The Subscription Prior To The Expiration Of The Second 9 Hour (T2) Timer

First

93 Percentage Of Customer Accounts Restructured By The LNP Only Completion Date Second

95 Average Response Time For Non-Mechanized Rejects Returned With Complete And Accurate Codes (This Measure Deleted)

Second

96 Percentage Pre-Mature Disconnects For LNP Orders First

97 Percentage Of Time SBC/Ameritech Applies The 10-digit Trigger Prior To The LNP Order Due Date

First

98 Percent LNP Trouble Reports Within 30 Days (I-30) of Installation Third

99 Average Delay Days for SBC/Ameritech-Caused Missed Due Dates (For Stand-Alone LNP Orders)

Second

100 Average Time Of Out Of Service For LNP Conversions First

101 Percent Out Of Service < 60 minutes First

102 Average Time To Clear Errors (Facility-Based Providers) First

MI 6 Erred Customer Record Update Files Not Returned By Next Business Day (This Measure Deleted)

First

103 Percent Accuracy for 911 Database Updates (Facility-Based Providers) First

MI 7 Errors In Customer Record Update Files (This Measure Deleted) First

104 Average Time Required To Update 911 Database (Facility-Based Providers) First

MI 8 Customer Record Update Files Not Updated By The Next Business Day (This Measure Deleted)

First

104.1 The Average Time It Takes To Unlock The 911 Record Second

105 Percentage Of Requests Processed Within 35 Days First

106 Average Days Required To Process A Request First

107 Percentage SBC/Ameritech-Caused Missed Collocation Due Dates First

108 Average Delay Days For SBC/Ameritech-Caused Missed Due Dates First

109 Percent Of Requests Processed Within The Established Timelines First

110 Percentage Of Updates Completed Into The DA Database Within 72 Hours For Facility-Based CLECs

First





111 Average Update Interval For DA Database For Facility-Based CLECs First

112 Percentage DA Database Accuracy For Manual Updates For Facility-Based CLECs First

113 Percentage Of Electronic Updates That Flow-Through The Update Process Without Manual Intervention

First

114 Percentage Of Premature Disconnects (Coordinated Cutovers) First

114.1 CHC/FDT LNP With Loop Provisioning Interval First

115 Percentage Of SBC/Ameritech-Caused Delayed Coordinated Cutovers First

115.1 Percent Provisioning Trouble Reports (PTR) Second

115.2 Mean Time To Restore – Provisioning Trouble Reports (PTR) First

117 Percent NNXs Loaded And Tested Prior To The LERG Effective Date First

118 Average Delay Days For NXX Loading And Testing First

119 Mean Time To Repair First

120 Percentage Of Requests Processed Within 30 Business Days First

121 Percentage Of Quotes Provided For Authorized BFRs Within 45 Business Days First

124 Timely Resolution Of Significant Software Failures Related With Releases (New Measure)

Third

124.1 Test Environment Availability (New Measure) Third

MI 2 Percentage Of Orders Given Jeopardy Notices Within 24 Hours Of The Due Date Second

MI 3 Coordinated Conversions Completed Within One Hour Of The Scheduled Time First

MI 4 Average Time To Provide A Collocation Arrangement First

MI 5 Structure Requests Completed Outside Of Interval First

MI 9 Percentage Missing FOCs First

MI 10 Percent Time-Out Transactions First

MI 11 Average Interface Outage Notification First

MI 12 Average Time To Clear Service Order Errors First

MI 13 Percent Mechanized Line Loss Notifications Returned Within One Day Of Work Completion

Second

MI 13.1 Average Delay Days For Mechanized Line Loss Notifications (New Measure) Second

MI 14 Percent Completion Notifications Returned Within “X” Hours Of Completion Of Maintenance Trouble Ticket

Third

MI 15 Change Management Third

MI 16 Percentage Rejected Query Notices First

WI 1 Percent No Access – UNE Loops Provisioning First

WI 2 Percent No Access (Percent Of Trouble Reports With No Access) – UNE Loops First

WI 9 Percent Facility Modification Orders First

CLEC WI 1 Average Delay In Original FOCs Due Dates Due To Delay Notices (Issue F) First





CLEC WI 4 Accuracy Of Processing CLEC Corrections Based On Review Of Directory Information (Issue L)

First

CLEC WI 5 Percentage of Protectors Not Moved After Technician Visit (Issue O) First

CLEC WI 6 FMOD Process: Percent Form A Received Within The Interval Ordered By The Commission

First

CLEC WI 7 FMOD Process: Percent Forms B,CD Received Within 72 Hours Of Form A First

CLEC WI 8 FMOD Process - Form B: Percent Return FOC With New Due Date Within 24 Hours

First

CLEC WI 9 FMOD Process - Form C: Percent Return Quote Within the Interval Ordered By The Commission

First

CLEC WI 11 FMOD Process - Forms B,C,D: Percentage Of Due Dates Met First

IN 1 Percent Loop Acceptance Testing (LAT) Completed On Or Prior To The Completion Date

First

Documents

Reply Affidavit Attachment Cover Page - att.com · agreed-to changes reflected in a redlined format. The Parties have also agreed to (1) relocate the section addressing "Advanced